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:

• Managing and growing a designated book of accounts within the wider client base
• Developing a deep understanding of customers’ strategic priorities to help them derive business value from Zapyrus
• Leading 1:1 product onboarding sessions with customers to help them set up their accounts, and leading subsequent product training sessions thereafter
• Building relationships with key stakeholders within the account to develop a champion at every level
• Acting as the voice of the customer and provide internal feedback on how Zapyrus can better serve our customers 
• Be an integral part of the client’s team as a trusted advisor/sales enablement manager 
• Collaborate with internal, cross-functional teams (e.g. Business Development, Data and Product) to deliver effective solutions to customers centered on their desired outcomes
• Collaborate with cross brand Customer Success teams to identify areas of opportunity to strengthen customer/account relationships
• Leading the management and resolution of user questions and technical requests 

Process building responsibilities:

• Manage in app processes to handle customer communication (to and from Zapyrus Customer Support team
• Work with Zapyrus Marketing and Customer Acquisition team to develop new customer engagement initiatives (e.g. product training completion LinkedIn badges)
• Building pathways to track customer metrics (e.g. engagement, retention, feedback etc.)
• Helping to define and develop processes and strategies to increase retention, identify expansion opportunities and mitigate churn risk
• Ensuring all documentation is up to date and reflects the most current best practices related to customer empowerment for the Zapyrus brand
• Creating customer empowerment Salesforce, Mixpanel and Zoho Project dashboards to track key success metrics
• Collaborate with the Zapyrus Data, Sales & Marketing teams to ensure customer communications are effective and receiving the appropriate return on investment (ROI)
• Developing Mixpanel processes to capture and reflect customer usage of Zapyrus
• Using Salesforce to maintain diligent administrative records for each customer, including the documentation of conversations

• At least 2 years of work experience
• MedTech industry exposure and/or experience or a life-sciences educational background
• Experience managing customer relationships in a business to business setting, ideally one in which you supported enterprise clients
• Skilled in the use of spreadsheets

• A curious person who is passionate about how data and product connects to meaningful user experiences
• Someone who thrives in the wearing of many hats throughout the day as it relates to building out a growing brand
• A person who enjoys making challenging strategic decisions
• Comfort and curiosity with the use of AI tools such as Gemini and Open AI
• Someone who likes to experiment, tinker, and test their ideas in the pursuit of continuous improvement
• A people person who is deeply passionate about and skilled at developing strong business relationships
• An excellent communicator who can effectively convey ideas and emotions via email, phone, video conferencing and in-person interactions
• Someone who is metrics-oriented
• Someone who is detail-oriented and likes 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.
• An optimist who persists in the face of challenge

• 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.