Head of Customer Success (North America)

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Location: Remote (Canada)

Position type: Full time

Application: Please submit your application through this link: https://airtable.com/appDjfk2MTHegEVc8/shrcPwKugnVtQON3R

Salary: CAD $130-150k base, based on skills, experience and location

About Osara Health

Osara Health is a digital health company that empowers people and organizations impacted by cancer to thrive through expertise, empathy, and technology. Our health coaching programs improve clinical outcomes for both patients and caregivers across the US, Canada, Australia and New Zealand.

Job Description

We are looking for a leader to join the team as our Head of Customer Success.

Reporting to the Chief Customer Officer, this role will lead Osara Health’s key customer partnerships across the US and Canada, with a particular focus on large enterprise insurers and employers. In this role, you will be responsible for ensuring our customers thrive with Osara Health’s products and services by building strong executive relationships, driving member and employee engagement, delivering measurable value, and identifying opportunities to deepen and grow our partnerships.

You will lead the North American Customer Success day to day operations, shaping our approach to strategic account management and helping establish the capabilities required to support a growing portfolio of enterprise customers.

This is a highly visible and externally facing leadership role, combining strategic customer leadership with a strong focus on partnership success, engagement and growth

Roles and responsibilities

• Lead the NA Customer Success function: Guide strategic account planning and ensure strong customer relationships, engagement, and retention across North America. Take responsibility for customer success outcomes, including high satisfaction, timely renewals, and identifying upsell opportunities.
• Drive customer engagement and impact: Develop and execute strategies to increase awareness, engagement and utilisation of Osara Health programs across customer populations, working closely with customers to improve program performance and outcomes.
• Build executive-level relationships: Develop trusted partnerships with senior stakeholders across large enterprise insurers and employers, becoming a strategic advisor and senior point of contact for Osara Health’s key accounts.
• Scale processes and leverage technology: Set up and continuously improve Customer Success processes, incorporating new workflows and implementing modern technologies to increase efficiency and enhance the customer experience. Analyse data to identify trends, measure performance, and optimize growth initiatives.
• Champion the voice of the customer: Bring customer insights and feedback into Osara Health, working cross-functionally with Product, Marketing, Clinical, Data and Business Development teams to continuously improve our offering and customer experience.
• Represent Osara Health externally (travel as needed): Represent Osara Health in executive meetings, business reviews and industry events, with travel across North America as required to build relationships and support partnership success.

Skills & Experience

• 3 years in professional services (law, banking, consulting)
• Experience working with large enterprise clients
• High attention to detail
• Strong at developing and maintaining relationships
• Relevant university degree
• Excellent written and verbal communication skills.
• Strong organisational skills and attention to detail.
• Ability to multitask, prioritise, and manage time effectively.
• Strong data analysis and interpretation skills
• Comfortable working in a remote team environment.

Renumeration

• Annual salary range: CAD $130-150k base, based on skills, experience and location.

Benefits

• Established remote-first working culture
• Be a part of fast-growing company making a major impact in healthcare, improving the lives of people living with cancer or caring for someone with cancer
• 8 weeks paid parental leave for primary and secondary carers
• Flexible working arrangements
• Annual budget for professional development

Why Osara Health

• Great team and company culture with 50+ close-knit team members who are down to earth, hardworking, and kind.
• Opportunity to contribute to a startup with a social purpose.
• We carefully hire the best talent, actively seeking diversity of beliefs, backgrounds, education, and ways of thinking. We strive to build an inclusive culture where differences are celebrated and leveraged to inform better design and business decisions. Osara Health is proud to be an equal opportunity workplace. We are committed to equal opportunity regardless of race, colour, religion, sex, gender identity, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, marital status, sexual orientation, or any other basis protected by commonwealth laws.

About Osara Health:

Osara Health was founded in 2015 by cancer specialists to transform the experience of living with cancer. We build support programs and technology designed to support and empower people impacted by cancer. We believe strongly in the power that positive healthy behaviors can have on clinical outcomes, which is why we aspire to be the leaders in behaviour change.

Please apply here

The Osara Health Team