Customer Success Manager

Pontosense

. Own the customer journey for home care agencies from signed deal through onboarding and the first months of use .

Posted 9/28/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$60,000 - CA$80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing the customer journey for home care agencies, focusing on onboarding, billing, and early adoption. Capable of collaborating across departments to enhance customer experience and resolve issues efficiently.

Highest-signal resume keywords

Customer Journey ManagementOnboarding CoordinationBilling ResolutionCross-Department CollaborationProblem Ownership

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Onboarding ManagementBilling CoordinationSupply Chain CoordinationCustomer Feedback DocumentationProcess Improvement

Soft Skills

Effective CommunicationIndependent Problem SolvingKindness in Interaction

Industry Keywords

Home Care AgenciesCustomer SuccessFast-Paced EnvironmentEarly Customer Adoption

About the role

Key responsibilities & impact

Own the customer journey for home care agencies from signed deal through onboarding and the first months of use
Set up, train and bring new agencies live on time, including placing initial sensors in homes
Set up accounts correctly, issue invoices on time and resolve billing questions
Coordinate orders, deliveries and returns with Supply Chain
Support early adoption through check-ins and rapid answers
Relay customer feedback to Product, Support and Sales
Document and improve the onboarding process
Reduce billing discrepancies and accelerate resolution
Identify and help fix agency challenges during the first month
Report to the Head of Customer Success

Requirements

What you’ll need

Ability to own the front end of the customer journey for home care agencies and partners
Ability to manage onboarding, billing, shipping coordination and early customer adoption
Ability to collaborate with Supply Chain, Finance, Support, Product and Sales
Ability to work independently and take ownership of problems
Ability to operate effectively in a fast-paced, scaling environment
Ability to communicate in a kind and direct manner
Ability to attend a final interview in person with the CEO and team members, subject to hiring-process adjustments

Benefits

Comp & perks

A sensor for your parents, on us
Health, dental and vision benefits
Hybrid in Toronto or Waterloo, with remote work possible if that's where you do your best work
Direct access to the leadership team
Fair pay; impact determines pay and career path, not tenure
Inclusive and accessible workplace
Hiring-process accommodations for disabilities or special needs
Accessible communication and technology for employees and customers