Job Specifications
Who we are
WELL is an innovative technology-enabled healthcare company whose overarching objective is to positively impact health outcomes by leveraging technology to empower and support healthcare practitioners and their patients.
WELL's practitioner enablement platform includes comprehensive end-to-end practice management tools, including virtual care and digital patient engagement capabilities, Electronic Medical Records (EMR), data protection services, and Revenue Cycle Management (RCM) through our DoctorCare solution.
WELL owns and operates Canada's largest network of outpatient medical clinics serving primary and specialized healthcare services and is the provider of a leading multi-national, multi-disciplinary telehealth offering.
The opportunity
WELLSTAR Technologies is a subsidiary of WELL Health Technologies, Canada's leading digital healthcare company. Focused on innovation, WELLSTAR powers digital health transformation across the WELL portfolio through cutting-edge software solutions. WELLSTAR'S newest offering, Nexus AI is a proudly Canadian-made and hosted AI platform, powered by proprietary, best-in-class models developed by physicians and AI researchers from the University of Toronto and WELL's subsidiary, HEALWELL AI. As a next-generation platform, Nexus AI delivers ambient scribe capabilities through a reimagined user experience. It is designed to serve as the central hub for expanding AI-driven and agentic capabilities, including disease detection, medical coding, billing automation, and other forms of clinical decision support.
To support the successful adoption of our new product, we are looking for a Customer Success Manager (CSM) to join our team, reporting to the Senior Director, Customer Operations at WELLSTAR. In this role, you will engage with our growing customer base to drive adoption, deliver exceptional support and guidance, and ensure a seamless and positive experience with our platform. You will be accountable for overseeing the day-to-day Tier 1 and 2 customer support and success work. As this product evolves and grows, so will your role in shaping the growth and reach of Nexus AI to our customer base.
This is a full-time, hybrid position working in our Toronto office, with occasional travel to client offices as needed.
Who you are
You want to make an impact in supporting healthcare providers in Canada. You are comfortable speaking with physicians and working alongside them in person or virtually to understand their existing pre and post patient visit processes. You love bringing technology to help people save time and optimize outcomes and equally important, you are an exceptional relationship builder. You want to support doctors' offices by providing a solution and service that enables physicians to focus on responsive patient care.
What's in it for you
Impact and opportunity. Focused on our Canada-wide client base, you will work directly with physicians to demonstrate how our solution can save them time, reduce administrative burden, and improve financial outcomes. Dedicated to this service line, you will become a subject matter expert and a trusted resource for a growing roster of clients.
Influence. You will join us at an exciting time--during the early launch phase of a transformative product. In addition to supporting clients, you will act as a product tester and advocate, providing invaluable user insights to help shape the future of our platform. Nexus AI is part of Canada Health Infoway's AI Scribe Program, a national initiative offering one-year funded licenses to up to 10,000 eligible primary care clinicians. This initiative is driving rapid adoption, and your role will be critical in helping us maintain and build on this momentum.
Career development. You will receive hands-on coaching and mentorship from industry leaders while gaining exposure to the inner workings of the Canadian healthcare system. This is an ideal starting point to grow your career at Nexus AI, with ample opportunity to expand your expertise and take on new challenges in a dynamic, fast-evolving environment.
You will:
Exceed expectations. You will leverage your exceptional customer service and communication skills to build strong relationships with physicians and clinic teams. You will respond to inbound inquiries through our customer support channels, ensuring timely, empathetic, and solution-oriented responses that reinforce trust in our platform.
Drive adoption of Nexus AI. You will become a trusted advisor to physicians, supporting their integration of Nexus AI into daily workflows. For escalations beyond Tier 1, you will lead real-time walkthroughs via video or phone, troubleshoot technical and workflow challenges, and provide hands-on support to ensure a confident and seamless transition.
Educate and onboard. You will lead training sessions, one-on-one onboarding calls, and optimization check-ins. You will collaborate closely with the Sales team to ensure a smooth handoff
About the Company
WELLSTAR, a majority-owned subsidiary of WELL Health Technologies Corp., is Canada's leading provider of healthcare-focused technology solutions. WELLSTAR's comprehensive range of products and solutions are designed to streamline care delivery, integrate fragmented healthcare systems more seamlessly, reduce provider burnout, and improve patient healthcare experiences and outcomes.
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