Customer Success Program Manager (Bilingual)

About AlayaCare

At AlayaCare, we’re more than just a fast-growing SaaS company – we’re a team of people passionate about transforming home healthcare. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their clients. With 550+ employees across Canada, the US, Australia, and Brazil, we’re united by a shared mission and a strong culture of transparency, growth, and human connection. Whether you’re early in your career or a seasoned expert, AlayaCare offers the opportunity to grow your impact, your skills, and your career.

About the Role

We are looking for a Customer Success Program Manager (Bilingual) to join our Customer Success organization, reporting to the Director, Scaled Customer Success. In this role, you will design, execute, and lead cross-functional programs that help our customers realize measurable value from AlayaCare at scale. You will focus on identifying customers with similar needs, grouping them into portfolios, and building repeatable, scalable programs that drive adoption, engagement, and customer outcomes.

You will own the full feedback loop from insight collection through to program design, implementation, enablement, and measurement, and you will be accountable for the planning and delivery of key programs and events that deliver consistent value across our customer base.

What You’ll Do

• Own a portfolio of customer groups with similar profiles, and design, launch, and manage recurring programs (such as group events and education) that drive consistency, awareness, and measurable success.

• Define and build the Program Management function for Scaled Customer Success in partnership with the Director, Scaled Customer Success.

• Lead strategic cross-functional initiatives that span Product, Customer Success, Support, Education and Enablement, Marketing, and Operations, from planning through execution and delivery.

• Deepen your understanding of AlayaCare’s products, customer segments, and value drivers, and apply this knowledge to design programs that drive adoption, engagement, and measurable outcomes.

• Plan, coordinate, and track program delivery, clearly communicating timelines, risks, trade-offs, and dependencies to stakeholders.

• Lead structured program ceremonies and establish a clear communication cadence (internal and external), ensuring documentation is up to date and supports consistent execution and continuous improvement, including customer program business reviews aligned to key performance indicators and our Customer Maturity Model.

• Translate qualitative and quantitative inputs (such as NPS, CSAT, and product usage data) into clear program charters and roadmaps with defined scope, objectives, success metrics, stakeholders, milestones, and dependencies.

• Monitor program performance against defined KPIs (for example, adoption, satisfaction, operational efficiency, and customer maturity), adjust plans based on results, and communicate program-level outcomes to stakeholders.

• Create and maintain program collateral and tooling, including playbooks, templates, communication plans, and reporting dashboards that support scalable, repeatable execution.

What You Bring to the Team

• 6–8 years of experience in a similar role, such as project management or customer success management in a B2B SaaS environment.

• Fluency in French and English, with strong written and verbal communication skills in both languages.

• Experience working in SaaS or with post-acute care software solutions, and an interest in the home and community care space.

• A university degree (for example, in business, commerce, or a related field) and proven experience managing and nurturing executive-level customer relationships, including executive escalations.

• Strong organizational skills and the ability to collaborate effectively across functions and levels of seniority.

• Ability to anticipate needs, innovate, and thrive in a fast-paced, evolving environment.

• Excellent written, oral, and presentation skills, with a demonstrated ability to shape compelling narratives that are grounded in data.

• Ability to interpret qualitative and quantitative data into actionable insights and to use those insights to inform program design and iteration.

• Demonstrated ability to structure, plan, and manage programs and projects end to end, mapping and improving cross-functional processes, defining repeatable workflows, and building scalable mechanisms that support a growing customer base and internal teams.

Location and Work Model

This role is based in the Greater Toronto Area.

At AlayaCare, our hybrid model includes set in-office collaboration days, and it is expected that team members are present in the office on those days to foster connection, innovation, and teamwork.

Why Join AlayaCare?

Work With Purpose

At AlayaCare, you’ll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code, every project, and every customer interaction contributes to making care more connected, accessible, and human.

Grow in a High-Trust Culture

We believe in transparency, feedback, and assuming positive intent. Here, you’ll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy.

Balance That Works for You

We value flexibility and well-being. From Wellness Fridays to volunteer time off to flexible vacation, we make sure you have the space to recharge, contribute to your community, and live your best life.

Benefits That Matter

• Equity in a well-funded, scaling company.

• Comprehensive health benefits, telemedicine, and lifestyle spending accounts.

• Parental leave top-up and family support programs.

Inclusive by Design

We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams.

Ready to Join Us?

Apply today and be part of a company that makes a real difference in the future of home and community care. If this role is not the right fit for you, consider sharing it with someone in your network who might be a great match.

AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review.

We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to careers@alayacare.com