Senior Customer Success Manager

About the role

Location: West Coast US (Remote with up to 50% travel)

Canopy is dedicated to keeping medical personnel safe while at work. We offer innovative technology solutions that prioritize the safety, security, and efficiency of healthcare environments. As we continue to grow, we are looking for a Senior Customer Success Manager (CSM) to join our team who is not only customer-centric but also a strong leader capable of helping shape and evolve the future of the Customer Success function.

This role is part of Canopy's growing Customer Experience team. Our CSMs work in close partnership with Implementation Managers, Account Executives, and Field Service Specialists to ensure a world-class customer journey. Senior CSMs lead our most complex, multi-phase enterprise accounts, while CSMs drive success and value across smaller, high-impact programs.

Role Overview

The Senior Customer Success Manager (CSM) at Canopy is responsible for managing a portfolio of high-priority, complex accounts-typically large, multi-site, multi-phase healthcare deployments. This individual will work closely with the Director of Customer Success and SVP of Customer Experience to ensure customer success, drive growth and renewals, and contribute heavily to the strategy, processes, and tools that define and evolve the Customer Success function.

The Senior CSM will engage throughout the entire customer lifecycle, from install through renewal, with a focus on executive relationship building, measurable outcomes, and program growth. In addition to managing strategic accounts, the Senior CSM will bring best practices and feedback that help scale Canopy's success model.

Key Responsibilities

Customer Management & Account Strategy

• Lead and manage a portfolio of strategic enterprise healthcare accounts, ensuring customer satisfaction and success across the lifecycle.
• Develop and execute tailored success plans, fostering strong relationships with stakeholders at all levels of the account.
• Participate in strategic planning, deployment phases, and go-live milestones to ensure high engagement and smooth onboarding.
• Proactively address customer concerns, troubleshoot issues, and coordinate with cross-functional teams to resolve challenges.
• Drive retention and expansion strategies in collaboration with Sales and Customer Experience leadership.

Function Design & Scalability

• Help shape the direction and evolution of Canopy's Customer Success function by contributing to strategic planning and process development.
• Identify scalable practices for onboarding, adoption, retention, and expansion.
• Recommend improvements to systems, tools, and workflows that enhance team performance and customer impact.

Cross-Functional Engagement

• Partner with Sales, Marketing, Product, Technical Account Services, and Hardware Operations teams to drive customer outcomes and strategic initiatives.
• Act as the voice of the customer within Canopy, surfacing feedback to inform product and process development.

Requirements

• 8+ years of experience in Customer Success, with a proven track record in managing complex enterprise accounts.
• Strong understanding of customer lifecycle management, renewals, and expansion strategies.
• Experience managing multi-phase projects across healthcare or SaaS environments.
• Excellent communication and stakeholder engagement skills.
• Strong problem-solving and proactive execution abilities.
• Ability to think strategically and contribute to functional growth.
• Experience with CRM tools (Salesforce, HubSpot, etc.).
• Growth mindset and adaptability to startup environments.

Preferred Qualifications

• Experience in healthcare technology, safety/security, or RTLS systems.
• Familiarity with change management principles for driving adoption.

Additional information

At Canopy, we're committed to delivering exceptional customer service while building a scalable and impactful Customer Success function. We offer a collaborative, mission-driven work environment where growth, creativity, and purpose are valued.