Client Success Manager

Who we areWELL 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 opportunityDoctorCare, under WELL Health’s Billing and Back Office Division, is disrupting how billing services are delivered to doctors across Canada. Our solutions streamline operations, easing administrative burdens and enabling doctors to focus on what really matters: cutting wait times and improving the delivery of care and the patient experience. Our solution, Practice Care by DoctorCare, helps doctors optimize the performance of their medical practice by providing actionable insights and automated billing, alleviating the need to understand complex patient enrolment and funding models so doctors can maximize their revenue potential every month. DoctorCare also offers management and consulting services to groups of physicians under the FHO patient enrolment model. DoctorCare is looking for a Client Success Manager, Physician Group Initiatives, to join its industry leading Client Success team and help provide exceptional guidance and support, as well as positive experiences for our growing customer base. Who you areYou have several years of experience in Client Success or a similar client-facing role and are comfortable managing your own portfolio of clients. You take pride in building strong, lasting relationships and earning the trust of your clients, who rely on your sound judgment and dependable guidance. You are organized, thoughtful in how you prioritize, and energized by solving complex challenges.You are motivated by making things better - improving workflows, simplifying processes, and using technology to drive smarter, more efficient outcomes. You care about supporting physicians and their teams, knowing that every improvement you help make ultimately benefits patient care. You’re curious, eager to learn, and flexible in how you approach each client’s unique needs.This hybrid opportunity requires on-site attendance in the Toronto office two days per week.What's in it for you?Impact and opportunity. You’ll manage a portfolio of physician groups, helping them navigate practice management, patient enrolment, and funding models. Your work will directly improve how physicians run their practices, enhancing both operational efficiency and patient outcomes.Influence. Your insights from client interactions will help shape DoctorCare’s services and solutions. Your feedback and insights will be vital in how we continue to position and expand upon new and existing products. Growth and learning. You will have direct, meaningful coaching from industry experts and gain a deep understanding of how Canada’s healthcare system works. You will build transferable skills in client management, operations, and business strategy, setting the foundation to explore future opportunities in Operations, Product, Marketing, or Salesforce Administration.You will: Build and strengthen relationships. You will leverage your exceptional customer service and communication skills to maintain strong relationships with your assigned physician groups. You will serve as the main point of contact – listening, problem-solving, and anticipating needs to deliver an excellent client experience.Provide expertise. You will support the day-to-day delivery of DoctorCare’s Practice Care Group Management services by guiding physicians in optimizing their group and individual practices. You will become a trusted expert in Ontario’s patient enrolment and funding models, staying current on Ministry of Health policies and helping clients understand and adapt to changes that impact their practices.Educate and onboard. You will lead physician meetings and provide meaningful guidance on optimizing the business aspects of their practice. You will collaborate with the Sales team to ensure a seamless onboarding experience for new customers, and liaise with the Ministry of Health to investigate and resolve client inquiries.Optimize. You will drive continuous innovation of our service offering by gathering client feedback, identifying opportunities for process improvement, and helping shape smarter, more streamlined workflows that enhance client experience. Collaborate and contribute. You will partner closely with Product, Marketing, and Operations teams to align on client needs, enhance service delivery, and support DoctorCare’s ongoing growth and innovation.What you bring:The motivation and passion. You are focused on engagement and satisfaction, taking a customer-centric approach to problem-solving and driven to overcome challenges. You are looking for a company where you can make a difference. The customer-focused experience. You have experience in Client Success, account management, or a similar role and have a natural ability to build trust and rapport. You thrive both independently and as part of a collaborative team.The professional and strong communication skills. You listen well, ask thoughtful questions, and can translate complex information into clear, actionable insights for clients. You have the patience and insight to tailor your communication to different audiences.The growth mindset. You are open to learning from others and independently. You acknowledge your mistakes and can adapt to setbacks. You are resourceful and always looking for ways to learn and get better.The humility and integrity. You approach challenges with professionalism, empathy, and a commitment to doing what’s right.The technical skills. You are proficient in MS Office Suite including Excel, comfortable learning CRMs like Salesforce, and familiar with or interested in EMRs and healthcare systems.What you can expect from our interview process:A virtual interview with a Talent Advisor discussing your interest in the role and your experience. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview. A short take-home assessment administered through TestGorilla, designed to give you an opportunity to demonstrate your problem-solving approach and relevant skills for the role. An in-person interview with the Senior Manager, Business Operations to learn about our solutions and growth strategy. You will be able to share your insights and ask questions about the company and the role.Why join us?Healthcare is our sector, and we know that for WELL to be a winning team, we must provide an open environment to prioritize health and wellbeing and multiple resources to discuss mental, physical, and psychological needs openly. From the CEO to the newest hire, everyone comes together as part of our culture of respect, openness, support, and communication. We unite to empower each other to be the best we can be.Apply now.Interested in applying but worried you don't have it all? At WELL, we know not everyone gains their experience following a traditional path. If you share our values, want to make a difference in healthcare technology solutions, and meet 70% of the qualifications, we encourage you to apply. Express your interest here.WELL is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuel our success – this is the WELL Way! Accommodations are available on request for candidates taking part in all aspects of the selection process.#LI-Hybrid