Customer Success Team Lead; Onsite

The Opportunity

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

Med Me 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 Med Me partners with customers over time. This is a functional leadership role where you’ll set direction, build systems, coach team members, and remain directly involved as the function matures. You will also be directly managing a team that spans across Account Management, Customer Success, and Support, serving customers ranging from independents to enterprise across Canada and the United States.

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.

At Med Me, 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 h 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.

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 Med Me as a long‑term strategic partner

• Anticipate customer needs and risks by understanding how Med Me 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

• D…