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About the Role

Caribou is seeking a Customer Success Manager to lead strategic enterprise customer accounts. This role is for a compassionate problem solver who thrives in fast-paced environments and aims to make a meaningful impact with major North American home care companies. Customer Success at Caribou involves consulting, project and relationship management, analytics, data storytelling, and applying behavioral psychology to caregiver engagement program design. Success is measured by driving measurable customer outcomes and managing risk to value attainment. The role involves collaborating with executive stakeholders and influencing product enhancements.

Responsibilities

Owning customer performance end-to-end, from implementation through renewals and scale-ups, for enterprise agencies and strategic accounts
Leading and coordinating launches of new customers across North America
Collaborating with cross-functional teams to identify new ways to solve customer issues and unlock maximum value
Supporting home care agencies with innovative strategies, best practices, and data analysis
Turning ambiguity into repeatable systems as we scale (building playbooks, mapping the customer journey, etc.)
Working cross-functionally with product, operations, integrations, and other teams on strategic projects or new growth opportunities

Requirements

2+ years of working with customers or managing relationships
High integrity and reliability
Growth mindset and a hunger for feedback
Excellent communicator (written and verbal), able to adapt to different situations and stakeholders
Low-ego team player, deeply empathetic, and a self-starter
Excellent organization and attention to detail

Skills

Consulting
Project management
Relationship management
Analytics
Data storytelling
Behavioral psychology principles
Customer Success
SaaS products
Startups
Working with executive or senior stakeholders
Managing large sets of data
Teaching yourself something hard
Storytelling skills

Location

Toronto
Remote

Work Type

Hybrid
Remote

Experience Level

2+ years

Salary/Compensations

$80,000 – $95,000 CAD
Annual performance bonus

Benefits

Healthcare benefits
Summer half-days

About the Company

Caribou is building the engagement infrastructure for the home care workforce and the agentic layer for home care operations.
Our platform interfaces with office staff and front-line caregivers to facilitate meaningful recognition, stronger relationships, and operational efficiency.
Caribou was recently recognized as one of Canada's fastest-growing companies by both The Globe and Mail (#4 in technology) and Deloitte's Technology Fast 50™.
We are on a mission to solve the caregiver crisis by ensuring caregivers feel valued, recognized, and financially secure.
We are a values-driven team with low-ego, high-character people who move fast, stay humble, and sweat the details.

Equal Opportunity

At Caribou, we understand the value of having a diverse team. We believe in providing equal opportunity employment regardless of race, national or ethnic origin, color, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability, and conviction.
Please let us know if you require accommodation during the recruitment process.
Please contact roxyATcaribou.care if you have any questions or need support in any way.