Customer Success Manager, Scaled Accounts

Tali AI

. Own renewal and retention for a portfolio of B2B customers .

Posted 11/3/2026full-timeToronto • CanadaMid-LevelSenior💰 CA$70,000 - CA$85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing B2B customer renewals and retention, utilizing CRM and product usage data to identify at-risk accounts and improve renewal forecasting. Proficient in designing workflows and documentation for effective customer engagement and outreach.

Highest-signal resume keywords

B2B Customer Renewals ManagementWorkflow AutomationCRM Data AnalysisCustomer Engagement StrategiesHealthcare Technology Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Renewal Rate ManagementGross Revenue RetentionAccount MonitoringHealth Scoring ImprovementSegmentation TechniquesRenewal Journey DesignMulti-Step Workflow DevelopmentSOP DocumentationRisk Flag IdentificationLifecycle Campaign Building

Soft Skills

Clear CommunicationProblem-SolvingRelationship ManagementAdaptabilityCollaboration

Tools & Technologies

HubSpotBigQueryCRM PlatformsAnalytics PlatformsAutomation Tools

Industry Keywords

Healthcare ProvidersCustomer HealthRetention StrategiesEngagement SignalsChurn Prevention

Tech Stack

Tools & technologies

BigQuery

About the role

Key responsibilities & impact

Own renewal and retention for a portfolio of B2B customers
Serve as the main contact for clinic administrators and decision-makers
Own renewal rate and gross revenue retention for assigned accounts
Identify at-risk accounts through usage and engagement signals before churn occurs
Lead conversations to recover and retain at-risk accounts
Design renewal journeys for micro, small, and mid-sized clinics
Balance automated touchpoints with personal outreach and measure effectiveness by segment
Build and run workflows for renewal outreach, account monitoring, risk flags, and follow-ups
Document SOPs, prompts, and playbooks for team reuse
Improve health scoring, segmentation, and renewal forecasting using CRM and product usage data
Bring recurring customer problems to Product and Engineering and verify whether fixes reduce them

Requirements

What you’ll need

Have owned renewals or retention for a book of B2B customers, including difficult conversations with accounts that were at risk
Have replaced a repetitive manual process with a system or automation that other people relied on, and can walk us through how you built it
Have built or run multi-step workflows with AI or automation tools, and can tell when the output isn’t good enough to reach a customer
Can turn CRM and usage data into a clear call on which customers need attention this week and why
Write clearly enough that someone else can follow your playbook without asking you questions
Experience in healthcare technology or with healthcare providers is a nice to have, not required
Familiarity with HubSpot, BigQuery, or customer health and analytics platforms is a nice to have, not required
Experience building lifecycle campaigns or renewal workflows is a nice to have, not required

Benefits

Comp & perks

Hybrid work & flexible work hours
Comprehensive health and wellness coverage from day one
Competitive PTO, including winter shutdown Dec 25 - Jan 1, birthdays and Taliversaries, and 'extra long' long weekends
$2000 annually in "Knowledge Dollars" to learn, grow, and level up
Quarterly socials & company outings