Customer Success Lead (Onsite)

The Opportunity

As Customer Success Lead, you’ll be responsible for building and scaling the customer success function that supports MedMe’s next stage of growth.

MedMe serves a wide range of customers from independent pharmacies to large enterprise organizations across Canada and the United States. As we scale across customer segments, geographies, and product capabilities, this role exists to ensure customer success evolves from a reactive support function into a proactive, insight-driven engine that improves adoption, retention, and product direction.

You’ll own customer success end to end, spanning support, onboarding, training, and ongoing account success. You’ll help define how we anticipate customer needs, surface risks earlier, and consistently deliver value while still staying close to customers and the work itself.

You’ll work closely with the executive team and founders to shape how MedMe partners with customers over time. This is a hands-on leadership role where you’ll set direction, build systems, coach team members, and remain directly involved as the function matures.

This role is ideal for someone who has scaled customer success in a B2B healthcare environment before across multiple customer segments and geographies and understands how to balance service quality, compliance, and operational rigour while remaining pragmatic and resource-conscious.

About MedMe Health

At MedMe, we are passionate about empowering pharmacists to provide services beyond just prescribing. Our mission is to build an all-in-one cloud-based platform that enables pharmacists to schedule, document, and manage clinical services at scale. With over 4,500 pharmacies using our software, we’ve facilitated more than 25 million patient services, transforming pharmacies into community health hubs across North America.

What You’ll Do

You’ll take ownership of the Customer Success function and guide its evolution as the company scales. The role balances strategic leadership with hands-on execution across customer segments and geographies.

Customer Success Operations

• Own the end-to-end customer experience across support, onboarding, training, and ongoing success

• Define and implement clear workflows, escalation paths, and service standards that reflect healthcare compliance and customer workflows across Canada and the US

• Establish what “good” looks like across the customer lifecycle, including onboarding milestones, time-to-value targets, and support quality benchmarks

• Identify opportunities for automation and tooling to improve efficiency, consistency, and scalability across support and success workflows, without adding unnecessary complexity

• Stay directly involved with customers to maintain context and quality while building systems that scale

Enterprise Account Management & Strategic Engagement

• Own ongoing customer relationships, including renewals and expansion support, with a strong focus on enterprise customers

• Define engagement models and operating cadences (e.g. which accounts require regular check-ins, QBRs, or executive touchpoints, and how often)

• Build trusted relationships with customer leadership and operational stakeholders, positioning MedMe as a long-term strategic partner

• Anticipate customer needs and risks by understanding how MedMe is embedded in real clinical and operational workflows, and identifying the points where it drives stickiness, reliance, and long-term value

Voice of Customer & Cross-Functional Influence

• Establish a structured Voice of Customer approach that synthesizes insights from support, onboarding, account interactions, and leadership conversations

• Translate customer insights into clear, actionable input for Product, Sales, and Operations

• Ensure customer feedback consistently informs roadmap decisions, prioritization, and go-to-market execution

Team & Function Development

• Lead and develop a growing customer success team that currently spans support, onboarding, and account management responsibilities

• Define roles, expectations, operating rhythms, and success metrics as the function matures

• Coach team members while remaining hands-on where needed

• Build the foundation for future specialization as customer volume, complexity, and geographies expand

About You

• You have 5+ years of experience in Customer Success within a B2B healthcare environment

• You have experience leading or scaling Customer Success through periods of rapid growth, including expansion across multiple geographies

• You understand how healthcare workflows and compliance requirements shape customer onboarding, adoption, and long-term success

• You’ve supported customers across a range of sizes from independents to enterprise customers with complex operational needs, and are comfortable engaging executive leadership

• You’ve defined success frameworks, engagement models, and operating standards as teams and customer volume scale

• You stay current with modern CS tooling and AI-enabled automation, using it thoughtfully to improve efficiency and consistency

• You communicate clearly, navigate complex situations well, and reliably follow through

How We Hire

MedMe is committed to a fair and equitable hiring process for all candidates. Our team personally reviews every application to ensure a human-first approach; we do not use AI tools to assess or select applicants. To ensure that each candidate’s journey is consistent and the selection process is unbiased, the team at MedMe will not be responding to any personal messages regarding this role or other opportunities.

The Interview Process

1. A brief call with a hiring team member to get to know you better and discuss role expectations

2. A short practical case study to showcase your problem-solving and communication skills

3. A 30-minute call with member(s) of the executive team

4. An offer, contingent on mutual alignment

Perks at MedMe

• Comprehensive Health Benefits: Full coverage for dental, vision, physical, and mental health, plus a health spending account to cover additional wellness needs

• Group RRSP: Secure your future with our Group Registered Retirement Savings Plan (RRSP)

• Professional Development: We support your growth with a yearly budget dedicated to learning opportunities

• Work-from-Home Stipend: A dedicated stipend to help set up and maintain your ideal home office

• Office Closure for Holidays: Enjoy 1-2 weeks of company-wide office closure during the holidays

• Company Retreats: Participate in exciting on-site team retreats for collaboration and bonding

Location

This is a hybrid position, based at our office located at the intersection of Adelaide and Spadina in Toronto, with in-person work required 2-3 days per week, aligned to operational needs. Occasional travel may be required for customer meetings, partner discussions, and industry events. Remote candidates may be considered based on experience.

MedMe is a proud equal opportunity workplace that is committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We’re looking for motivated and compassionate people who can execute from the ground up and support the work that MedMe believes in.

MedMe is committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please inform us and we will work with you to meet your accessibility needs. For any accessibility-related assistance, requests for information in accessible alternative formats or to report any accessibility problems, please share in your application.

Learn More About MedMe

If you’d like more context on MedMe, our growth, and the team you’d be joining, here are a few highlights:

• Globe and Mail – Canada’s Top Growing Companies (2025): MedMe was recognized on The Globe and Mail’s list of Canada’s Top Growing Companies, based on audited three-year revenue growth. 🔗 Link

• Forbes 30 Under 30: Our co-founders were named to Forbes 30 Under 30 for their work building MedMe. 🔗 Read more

• C100 Growth Cohort (2025): MedMe is part of the 2025 C100 Growth Cohort, a selective community of Canada’s top scaling companies. 🔗 Link

Note: The compensation range reflects total compensation and will vary based on experience.