The posting
THE ROLE
You own the post-sales relationship with our clinics.
Your job is simple: make sure every clinic gets more and more value from Decoda over time.
That means helping clinics discover the extent of what the product can do, turning new features into real-world results, spotting opportunities to help them grow, and building the kind of relationship where they see Decoda as an extension of their team - not just another piece of software.
You'll get to know how each clinic operates, what they care about, and where they're trying to go. You'll use that context to help them get the most out of Decoda today while continuously finding new ways we can make their business better tomorrow.
When a clinic is growing, adopting new features, excited about what we're building, and telling other clinics about Decoda, you'll know you're doing great work.
WHAT YOU'LL OWN
Help clinics get more out of Decoda. Your biggest focus is adoption. You'll help clinics discover the features that matter to them, understand how to use them, and turn them into meaningful results. You won't just measure whether a feature is switched on, you'll care whether it's actually making the clinic better.
Bring new features to life. We ship quickly, and you'll be the person who makes sure our customers feel that momentum. When something new launches, you'll help clinics understand why it matters, get excited about what it can do for them, and start using it. A launch isn't successful when we announce it; it's successful when clinics are getting value from it.
Drive expansion and upsell. Own growth across your clinics. As clinics get value from Decoda, you'll identify opportunities to expand their use of the platform and actively promote and sell new features, paid add-ons, and products. You'll build excitement around what's new, connect each offering to the clinic's goals, and turn that excitement into adoption and revenue. The best upsells should feel like the natural next step for a clinic, not a sales pitch.
Build relationships people genuinely value. You'll become a trusted partner to clinic owners and their teams. You'll know their business, understand what matters to them, celebrate their wins, and be someone they're comfortable turning to when something isn't working. We want clinics to feel that there are real people at Decoda who care deeply about their success.
Be the voice of your customers inside Decoda. You'll develop a deep understanding of what clinics love, what frustrates them, and what they wish Decoda could do next. You'll bring those insights back to Product and close the loop with customers so they know their feedback isn't disappearing into a black box.
Spot problems before they become problems. You'll use product and account data alongside what you know about each clinic to recognize when adoption is slowing or an account needs attention. Rather than waiting for a clinic to disengage, you'll proactively step in and help get them back on track.
Show clinics the impact Decoda is having. For key accounts, you'll lead thoughtful business reviews that connect what's happening inside Decoda to what clinic owners care about outside of it: more revenue, stronger patient retention, less administrative work, and happier teams.
WHAT WE ARE LOOKING FOR
- 2 to 4 years in account management, customer success, or a similar post sales role, ideally at a B2B SaaS company
- A track record of owning retention, adoption, or expansion targets, not just responding to tickets
- Comfort selling. You can spot an opportunity, make the case, and close it without it feeling like a pitch
- Strong commercial instincts and the ability to hold a credible conversation with a business owner about their P&L
- Comfort with data. You can pull usage and account metrics and form a point of view from them
- Clear, direct written and verbal communication
- Experience in healthcare, medical aesthetics, or wellness is a plus, not a requirement
LOGISTICS
This role is based in Toronto and is in person.
SALARY
$85K to $100K base
