About Welbi

At Welbi, we're improving the quality of life of older adults like our parents & grandparents. We do this by transforming the way front-line workers in senior living communities provide care to them every day.

To learn more about us — how we started, the problems we solve, & how we are helping seniors live more fulfilled lives — watch the Welbi story below:

https://www.loom.com/share/03c4a5443c86427fb7bfd5fcac884d4c?sid=967e742f-20b0-4e0d-959f-c258a9dc307a

We’re backed by some of the biggest names in the senior living industry, & we are building a team of curious, customer-obsessed, collaborative, high performers who take pride in the fact that our work improves the quality of life of millions of seniors across North America. If that sounds like it might be a good fit for you, please keep reading.

About the role

We’re looking for an Enterprise Customer Success Manager to lead complex enterprise customer engagements from kickoff through long-term success.

This is not a traditional “check-the-box” Customer Success role. Our enterprise customers often require tailored implementations, strategic guidance, & occasionally net-new development projects. In this role, you’ll act as the quarterback—aligning internal teams, setting direction, managing scope, & ensuring our customers realize real, measurable value from Welbi.

You’ll guide customers through every stage of their journey, from onboarding & implementation to long-term partnership & growth. Success in this role requires someone who thrives in ambiguity, can navigate complex projects, & build strong, trusted relationships with stakeholders across customer organizations.

You’ll work closely with teams across Product, Engineering, & Leadership to ensure customer needs are clearly understood & successfully delivered. As the owner of strategic enterprise relationships, you will drive product adoption, identify & lead expansion & upsell opportunities, & ensure our customers consistently see & realize the impact of Welbi’s platform.

If you’re passionate about solving complex problems, aligning teams around customer outcomes, managing strategic enterprise partnerships, & helping customers grow with Welbi, we’d love to hear from you.

What you will be working on

Own Strategic Enterprise Relationships:

• Serve as the primary point of contact for key enterprise customers, building trusted relationships with operational leaders & executive stakeholders.
• Lead strategic conversations around customer goals, roadmap alignment, upsells, & long-term value while proactively identifying risks & opportunities.

Oversee Complex Onboarding & Implementations:

• Guide customers through onboarding from kickoff through implementation, including platform configuration, integrations, & customization.
• Scope & manage tailored implementation plans to ensure a smooth & successful launch.

Lead Net-New Development Initiatives:

• Partner with Product & Engineering on custom development projects required by enterprise customers.
• Translate customer requirements into clear internal deliverables & manage expectations throughout the process.

Account Management & Upsells:

• Partner with customers to identify opportunities for expansion, upsells, & referrals as customers grow with Welbi.
• Manage & track upsell opportunities within existing accounts, maintaining clear visibility on deal stages, timelines, & next steps.

Drive Customer Outcomes:

• Define success metrics with customers & turn ambiguous goals into structured, executable plans that lead to measurable impact.
• Own the product adoption, success, & expansion of your customers, ensuring they achieve their desired outcomes & long-term value from Welbi.

Drive Cross-Functional Execution:

• Coordinate stakeholders across Product, Engineering, Sales, & Leadership to keep projects moving forward, manage priorities & trade-offs, & ensure alignment across teams.

Provide World-Class Support:

• Respond to & investigate customer support inquiries promptly, ensuring customers feel heard, supported, & confident in Welbi.

Customer Communications:

• Create customer newsletters, feature release announcements, & other communications to keep customers informed & engaged.

Voice of the Customer:

• Gather & share customer feedback with internal teams, ensuring the voice of the customer is reflected in product development & company decision-making.

CRM Maintenance:

• Maintain accurate & up-to-date records of customer interactions, projects, & progress within the CRM.

Data Analysis:

• Analyze customer feedback (CSAT, CES, NPS) & product utilization data to identify trends & develop strategies that improve customer success.

Internal Process Improvement:

• Partner with Welbi’s leadership team to improve internal customer success processes & help evolve how we support & grow our customers.

Helping you grow & succeed

At Welbi, we truly believe in empowering each member of our team to help them grow both professionally & personally. This means that you will:

• Make a Difference: Your work matters. You’ll be free from bureaucracy & unnecessary paperwork to focus on impacting as many seniors' lives as possible.
• Grow & Learn: You’ll have the opportunity for endless career growth. To set you up for success, you’ll have access to internal & external resources, mentorship, & workshops.
• Be Heard & Have A Say: You will have space to voice your ideas & opinions to make changes. We are all part of the Welbi decision-making process.
• Build Friendship for Life: Being on such a small team, we’re close-knit. We genuinely care about each other & celebrate our successes together.

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What we offer

• Competitive salary, based on extensive external benchmarking.
• Three (3) Weeks of vacation, used anytime.
• Five (5) days for personal use, including sickness, wellness, and family needs.
• Five (5) days of office closure, during the holiday season.
• Health benefits from Day 1, so you don’t need to wait to go to your dentist appointment.
• Remote-first hybrid environment; we have team members spread across Canada and an office in Ottawa when you need it.
• Flexible working style that focuses on productivity and results, not the amount of time you’re online. If you communicate, attend your meetings, and perform your job, we don’t care where it happens.
• Employee ownership; As an early-stage startup, we know how critical every single hire we make is at this stage. After 4 months of employment, our Board of Directors grants every single employee Options in Welbi.
• Mentorship & professional development to help you stay a subject matter expert in your field via guidance from industry leaders, as well as comprehensive external programs and peer groups with incubators like Invest Ottawa and MaRS.
• Autonomy & impact is prevalent at all levels of Welbi. There are no cogs in our wheels — everyone is included in discussions that impact their role and has the opportunity to speak their minds.
• A culture beyond words on a wall with an emphasis on bringing the team together every single month for company-wide social events & lunches, team socials, quarterly cultural awards, and a constant emphasis on growth & development.

What you bring

Startup Experience:

• Experience working in a startup SaaS environment where you’ve operated with limited structure and resources, moved quickly, and taken ownership across multiple areas.

Enterprise Customer Success Experience:

• 5+ years managing enterprise customer relationships, navigating complex organizations and building trusted partnerships with executive and cross-functional stakeholders.

Implementation & Delivery:

• Extensive experience leading customer implementations from kickoff through launch, coordinating internal teams while managing timelines, scope, and expectations.

Product & Engineering Collaboration:

• Experience partnering closely with Product and Engineering teams to deliver custom solutions, integrations, or net-new product capabilities driven by customer needs.

Complex Project Management:

• Highly organized with strong project management instincts and the ability to lead complex, multi-stakeholder initiatives.
• Skilled at balancing competing priorities, managing dependencies and trade-offs, bringing structure to complex environments, and driving projects through to successful outcomes.
• Experience proactively identifying risks, managing escalations, and navigating complex situations to keep customer engagements and projects on track.

Executive Communication & Relationship Management:

• Exceptional written and verbal communication skills with the ability to build trust with executives and translate technical concepts for non-technical users.

Customer Outcomes & Value Realization:

• Demonstrated success partnering with customers to define success metrics, drive product adoption, and ensure the platform delivers measurable business outcomes and long-term value.

Growth & Expansion Mindset:

• Proven experience in identifying and successfully leading upsell opportunities by understanding customer goals, adoption patterns, and evolving needs. Experienced in driving expansion conversations with customers and partnering with Sales to execute account growth and maximize long-term customer value.

Data-Driven Mindset:

• Capture and leverage customer feedback, product usage data, and metrics such as NPS, CES, CSAT to assess customer health, identify trends, risks, and opportunities, and proactively drive improvements in adoption, satisfaction, and outcomes.

A plus if you also have the following, but you don't need to have them:

• Exceptional written & verbal French communication skills.
• Experience in the senior living industry.

Like what you read but not sure if you check ALL of our boxes? We still encourage you to apply. Research shows that female-identifying candidates screen themselves out of consideration and apply to 20% fewer jobs than those who are male-identifying. As an inclusive employer whose team is composed of over 50% female-identifying employees, we value applicants with diverse backgrounds, journeys, and profiles. If you feel like you’d be a good fit, please send us your resume.