Client Support Manager

remote
Toronto, Ontario, Canada .
full-time . February 19, 2026

Description

Job Summary:

VITALL is looking to expand its dedicated client support and implementation team with an experienced and strategic Client Support Manager. This is an outstanding opportunity for you to become a core contributor to the health technology industry, play a meaningful role in the lives of patients, and advance the foundation of world-class client support operations from the ground up.

The Client Support Manager is responsible for leading and continuously improving our client support and implementation programs. This role owns the end-to-end client experience strategy, manages the support and implementation team, and ensures clients receive exceptional service throughout their journey with VITALL. As a foundational leader, you will contribute to the processes, workflows, and documentation that enable the team to deliver consistent, high-quality experiences while scaling with our growth.

We are seeking a strategic operator who combines operational excellence with strong leadership abilities. You will develop and maintain scalable support and implementation processes in a clinical environment, create documentation and workflows, establish service level agreements, and define the metrics that measure success. You'll lead and mentor the support and implementation team, fostering a collaborative team culture while serving as the voice of the client within VITALL.

You're a natural leader who builds trust easily and empowers others to succeed. You have a track record of creating something from the ground up—establishing processes where none existed and scaling teams effectively. You're equally comfortable rolling up your sleeves to handle client escalations as you are thinking strategically about program improvements. You're data-driven but never lose sight of the human element, and you understand that exceptional client support in healthcare requires both operational rigor and genuine empathy. You thrive in a startup environment where you can make a direct impact and aren't afraid to iterate and improve as you learn.

Responsibilities:

Build and maintain scalable support and implementation processes, including workflows, documentation, playbooks, and best practices that enable consistent client experiences
Establish quality standards, and performance metrics to measure team effectiveness and client satisfaction that align with our service level agreements
Recruit, train, and mentor the support and implementation team, conducting regular one-on-ones and performance reviews
Create a collaborative team culture and ensure team members have the resources, training, and knowledge needed to succeed in their roles
Develop and maintain comprehensive documentation including standard operating procedures, knowledge base articles, client-facing resources, and internal training materials
Analyze support trends, client feedback, and implementation data to identify opportunities for product improvements, process enhancements, and proactive support initiatives
Serve as the voice of the client internally, collaborating with product, development, and leadership teams to drive continuous improvement and advocate for client needs
Handle escalations and complex client issues, stepping in to resolve critical situations and ensure appropriate attention and resolution
Maintain relationships with key accounts and oversee smooth transitions between implementation and ongoing support phases
Develop onboarding and training programs for new team members to ensure consistent knowledge transfer and ramp-up
Create and monitor KPIs including client satisfaction scores, response times, resolution rates, implementation timelines, and adoption metrics
Establish feedback loops to continuously improve the onboarding and support experience based on client input and team insights
Manage team capacity planning and workload distribution to ensure efficient operations as client volume grows
Build cross-functional relationships with sales, product, and technical teams to ensure seamless client experiences
Stay current on healthcare technology trends, compliance requirements, and industry best practices to inform program development
Maintain strict confidentiality of records, client information, and company information
Ensure ongoing compliance with quality and industry regulatory requirements
Participate in regular privacy and security training
Adherence to company policies, following all privacy and security protocols
Other job-related duties may be assigned as required

Qualifications:

Required:

5+ years of experience in client success, support, or implementation roles within healthcare technology or SaaS companies
2+ years in a leadership or management capacity, with demonstrated experience building or scaling support programs and teams
Proven track record of establishing processes, workflows, and documentation
Strong understanding of healthcare workflows, clinical environments, and healthcare compliance requirements
Experience developing training programs and enabling team members to succeed
Excellent leadership and coaching abilities with a focus on team development and empowerment
Outstanding communication skills and ability to interface effectively with clients, team members, and executives
Data-driven approach to problem-solving with experience establishing and tracking KPIs
Experience with support tools, CRM systems (such as Salesforce or HubSpot), and ticketing platforms
Ability to balance strategic thinking with hands-on execution in a fast-paced environment
Strong project management skills and ability to manage multiple priorities simultaneously
Demonstrated ability to work independently and make sound decisions with minimal oversight
Exceptional organizational skills and meticulous attention to detail

Preferred:

Clinical background (RN, RPN, or related healthcare experience) or extensive work in clinical settings
Experience with healthcare software implementations or EHR/EMR systems
Familiarity with cardiology workflows or cardiovascular care delivery
Project management experience
Experience in startup or high-growth environments
Knowledge of healthcare compliance standards
Bilingual language skills (French)
Experience with remote team management and distributed workforce coordination
Background in process improvement methodologies (Lean, Six Sigma, Agile)
Previous experience building customer success or support functions from early stages

What set you apart:

Builder mentality with proven ability to create structure, processes, and programs from scratch
Strategic thinker who can see the big picture while managing day-to-day operations
Natural coach and mentor who develops talent and builds high-performing teams
Analytical mindset with strong instincts for identifying patterns and driving data-informed decisions
Resilient and adaptable, thriving in ambiguity and startup environments
Exceptional written and verbal communication skills with ability to influence across all levels
Genuine passion for client success and improving patient care outcomes
Previous startup experience is a strong asset
Trustworthy, organized, and committed to excellence

Success in This Role Looks Like:

High client satisfaction and retention rates across all implementation and support phases
A well-trained, engaged team that consistently meets or exceeds performance targets
Clear, documented processes and playbooks that enable efficient onboarding and support at scale
Proactive identification and resolution of systemic issues before they impact multiple clients
Strong cross-functional relationships that effectively advocate for client needs
Smooth handoffs between implementation and ongoing support with minimal client friction
Measurable improvements in key metrics such as time-to-value, implementation timelines, and support resolution times
Team members who feel supported, empowered, and clear on their role in client success

About VITALL:

VITALL is a digital health platform that connects patients, caregivers, and practitioners with meaningful health information. Through integrated applications and services, VITALL enables remote care management, provides health journey insights, and consolidates medical records and real-time health data in one place — improving care when and where it matters.

Compensation

$100,000.00 - $110,000.00 per year

Know someone who would be a perfect fit? Let them know!