Customer Success Manager

Noterro

We’re a Hamilton-born SaaS company with a globally distributed remote team, revolutionizing practice management software. Noterro empowers allied healthcare practitioners with digital-first tools like online booking, charting, scheduling, and billing. Countless healthcare practices around the world run on Noterro.

Customer Success at Noterro is highly dynamic, adapting to various customer-facing channels (live chat, customer Zoom/video calls, tickets) and collaborating across teams (product, marketing, content) to craft an exceptional product and customer experience. Our Customer Success team also doubles as our Sales team by facilitating product demos and customer onboarding calls.

Noterro thrives on building trusted customer relationships. Remarkably, over 80% of our customers come through word of mouth, a testament to the support and community we’ve fostered. Empathy and relationship-building are paramount in our Customer Success team. If you relish engaging with customers, understanding their hurdles, and simplifying their lives, this role could be a good fit for you.

At Noterro, we value the Customer Success role in enhancing the product, addressing customer queries, and fostering relationships. Accurate and timely responses are crucial. We’re on a mission to streamline workflows and leverage data to make informed decisions. Quality and authentic connections take precedence over targets. Our users are consistently happy, and their positive feedback is our driving force.

We want Noterro employees to genuinely enjoy their time here. Let’s delve into what makes our company unique. Here are key aspects of Noterro’s identity, as well as what we’ll expect from you and who we’re looking for.

What you’ll do

  • You’ll assist customers in customer calls, live chat, and ticket channels. Noterro’s robust product includes Scheduling, Billing, Insurance, and Charting, demanding adept context-switching.
  • Demos: Dive inquisitively into potential customers’ needs, gauging Noterro’s suitability. It’s not a sales pitch but an opportunity to align Noterro with their needs.
  • Onboarding Calls: Vital for clinics, these calls shape their unique Noterro usage. Grasp each customer’s vision and facilitate their Noterro adoption.
  • Resolve queries, troubleshoot, and explore clinic operations intricacies.
  • Ensure customer satisfaction, bolster Noterro’s reputation, and nurture Noterro community bonds.
  • Guide with empathy and curiosity. Empower customers, making Noterro an asset in their goals.
  • Contribute quality content to the online Help Centre.

What you bring

  • Your background shines in high-growth SaaS/Product Support, displaying an improvement-driven approach across teams, fostering product evolution via customer insights.
  • Proficiency in tools like Zendesk, Confluence, and Slack.
  • You possess an appetite for learning and can read between the lines.
  • Tech-savvy, you seek efficient workflows.
  • Agile: Adaptation is your strength. Swift context-switching is your norm.
  • Purposeful: Driven by understanding the “why,” you maintain curiosity and connect deeply with customers, confidently explaining Noterro’s rationale.
  • Resilient: Learn from experiences, embrace feedback, adjust to change, and ride the waves of a dynamic product.
  • Self-motivated: Your curiosity, resourcefulness, and drive uncover opportunities and find solutions. Enthralled by a fast pace, you’re eager to enhance Noterro’s collective goals.
  • Passionate: Support’s growth captivates you. Customer delight and lasting impressions fuel your enthusiasm—those “AHA” moments push you forward.
  • Strong communication skills, both verbal and written.

Bonus

  • Experience with SaaS customer onboarding and demos.
  • Experience with the Allied Health Industry

As well as a great team, you’ll have…

  • Between $25-$30 per hour, based on knowledge and experience.
  • Work comfortably from anywhere in Canada!
  • Extended health care benefits to you and your dependents.
  • Dental coverage for you and your dependents.
  • Healthcare spending amount of $800 per year.
  • Long Term Disability coverage.
  • Life Insurance coverage.
  • 2 paid personal days per year.

Next Steps:

If you want to get started, prepare the following application:

  • Cover letter explaining why you’d be a good fit at Noterro
  • Resume

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