Manager, Customer Success, MYLE Adoption and AI Innovations

📋 Description

• Define and lead adoption strategy for the entire MYLE platform and AI innovations
• Establish, track, and report key indicators (adoption rates, CSAT/NPS, retention, churn) to
• Develop onboarding pathways, playbooks, and tracking tools for structured adoption
• Analyze platform usage data to identify drops in adoption and churn risk signals; design targeted
• Support clinics through digital transition and act as escalation point for complex customer
• Design targeted interventions (training, coaching, workflow optimization) for disengaged accounts

🎯 Requirements

• 7 to 10 years of relevant experience in customer success, software adoption management, or
• Bachelor's degree in Business Administration, Information Technology, Project Management, or
• Demonstrated experience in launching and scaling adoption initiatives for tech platforms, ideally
• Deep expertise in MYLE or comparable EMR and its workflows; understanding of AI modules (Scribe AI
• Data-driven approach with analytics tools (Tableau, PowerBI, or equivalent)
• Strong change management skills (Prosci or equivalent certification is an asset)

🎁 Benefits

• Remote work options and flexibility
• RRSP matching contribution
• Comprehensive group insurance starting on day one
• Paid time off: 3 weeks
• Onboarding program
• Computer hardware provided