Customer Success Manager - MedTech

Lumerate is growing rapidly and we’re searching for a Customer Success Manager on the Zapyrus brand team to join our team for the journey!

Who is Lumerate?

Lumerate is a Toronto-based SaaS company that has built game-changing technology to help sales teams accelerate revenue growth. We help our customers achieve the full picture of their industries. We also strive to achieve our own personal full pictures from a career fulfillment and learning perspective. We’re in the business of gathering intelligence about industries and delivering it to the right people within those industries through innovative software interfaces. 

All About Zapyrus

Zapyrus is the MedTech brand within Lumerate. We are an intelligence tool designed for sales professionals in the medical devices space to understand what is happening in their niches. Today MedTech service providers such as CROs, quality, regulatory, design & engineering, and manufacturing houses all over the world trust Zapyrus for their sales research.

Customer-related responsibilities:

• Own and grow a designated book of accounts, helping customers maximize the value they get from Zapyrus through thoughtful engagement and data-driven insights.
• Develop a deep understanding of each customer’s strategic priorities and proactively connect product usage to real business outcomes.
• Lead 1:1 onboarding sessions that go beyond setup — helping customers activate the features that will drive the most value for their specific goals.
• Monitor customer engagement signals in tools like Mixpanel and Salesforce to identify adoption patterns, expansion opportunities, and potential churn risks.
• Build strong relationships with key stakeholders and develop champions, while also understanding what their product behavior is telling us.
• Act as the voice of the customer internally, translating their feedback and product usage data into actionable insights for Product and Data teams.
• Collaborate cross-functionally with Business Development, Data, and Product teams to deliver measurable outcomes for customers.
• Take ownership of resolving user questions and technical requests with urgency and care, ensuring customers feel supported and empowered.
• Contribute to strengthening cross-brand customer success collaboration across Lumerate.

Process building responsibilities:

• Actively improve how we onboard, engage, and retain customers by refining workflows and identifying opportunities to scale what works.
• Own and enhance in-app and lifecycle communication processes, helping ensure customers receive the right message at the right time.
• Use Mixpanel to analyze customer behavior and proactively surface trends that inform retention and expansion efforts.
• Build and refine Salesforce, Mixpanel, and Zoho dashboards that track engagement, retention, and key success metrics.
• Help define leading indicators of customer health and contribute to proactive churn mitigation strategies.
• Collaborate with Marketing and Customer Acquisition to develop creative engagement initiatives, such as customer recognition and product training campaigns.
• Ensure documentation, playbooks, and onboarding resources reflect best practices and evolve alongside the product.
• Maintain meticulous administrative records in Salesforce, ensuring data integrity and actionable reporting.

• At least 2 years of professional experience, ideally in B2B SaaS or a customer-facing environment.
• Exposure to the MedTech industry or a life sciences educational background is a plus.
• Experience supporting enterprise or mid-market customers in a business-to-business setting.
• Evidence that you’ve taken initiative to improve processes, workflows, or reporting systems in previous roles.
• Comfort navigating tools like Salesforce, Mixpanel, or similar analytics platforms — not just using them, but exploring them.
• Strong data literacy and confidence working in spreadsheets or dashboards to identify trends and insights.

• A naturally curious person who loves understanding how data, product, and user behavior connect.
• Someone who thrives when given ownership and enjoys experimenting, tinkering, and improving systems.
• A metrics-driven thinker who feels energized by dashboards, engagement patterns, and uncovering insights.
• A detail-oriented problem solver who enjoys puzzles — to demonstrate your attention to detail, please tell us the name of the establishment located at coordinates 45.06950339404239, -93.25070148149418 in your cover letter.
• A proactive self-starter who takes initiative rather than waiting to be told what to fix.
• A strong communicator who can build trusted relationships across customers and internal teams.
• Someone excited about meaningful work and contributing to a growing brand in MedTech.
• An optimist who persists in the face of challenge and sees opportunity in ambiguity.
• Comfortable and curious using AI tools like Gemini and OpenAI to improve productivity and insights.

• Actively shape the future of Zapyrus, a growing brand in the MedTech industry
• Learn how an emerging MedTech company in SaaS scales market entry and builds processes from the ground up
• Get hands-on experience and deepen your technical capabilities in data and customer relationship development

• Help shape the future of a bootstrapped and profitable Canadian tech company. 
• Earn yourself some equity (employee options make up 20% of the value of the company at all times).
• Be a part of a tightly-knit team with a thriving hybrid culture.
• Three weeks paid vacation + paid statutory holidays.
• If based in Toronto, enjoy a dedicated work space at our open-concept office (located in the Junction Triangle) and enjoy the benefits of in-person interactions with colleagues 3 days/week.
• Upgrade your home office setup with our remote or hybrid stipend.
• Join us for our annual all-company retreat (past destinations include Iceland, Costa Rica, Portugal, Mexico and Spain)!
• Earn additional paid vacation days with continued learning ($1000 annual stipend for courses and classes).
• Take part in our Employee Giving Program (you choose the causes and the company provides the funds).
• Basic and extended health and dental benefits.
• Paid and topped-up maternal and parental leave.

Location:

The ideal candidate will be based in Canada and able to work in the Eastern Standard Timezone. 

If the successful candidate is based in the Greater Toronto Area, they can choose to participate in our hybrid experience, by working from home 2 days/week, while enjoying the benefits of in-person interactions at our Toronto office 3 days/week. 

If the successful candidate is based elsewhere in Canada, they will work remotely for 100% of their working hours. 

Already envisioning your first day at Lumerate as our next Customer Success Manager? Please send in your application with two things: your resume and cover letter.  We look forward to hearing from you! Please note that any applications without a cover letter will not be considered. 

Lumerate is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.