Customer Success Manager

Customer Success Coordinator CareQuilt Ottawa, ON | hybrid-friendly within Ontario Full-time About CareQuilt CareQuilt is an AI-native home care company. We deliver private-pay PSW services across Ontario through CareOS, our AI coordination layer that automates scheduling, client communication, caregiver management, and operational workflows that traditional agencies handle with large back-office teams. We are a small team that operates at scale because of AI, not in spite of being small.

The Role You will own the ongoing relationship between families and their caregivers, with AI embedded in almost everything you do. CareOS surfaces risk signals, drafts communications, tracks satisfaction indicators, and automates routine coordination. Your job is to use those tools to manage more relationships, at higher quality, than would be possible manually.

You sit between operations, clinical, and sales, and you are the person families trust to resolve issues and keep care running smoothly. This is not a reactive support queue. You will proactively manage a portfolio of active clients, using AI-generated insights to intervene before small friction becomes churn.

If you are excited about working alongside AI every day and shaping how it gets used, this role will fit. If you are waiting for AI to prove itself before engaging with it, it will not. What You Will Do Relationship management: Serve as the primary point of contact for families post-onboarding.

Own the ongoing experience across the full client lifecycle. Caregiver-family matching oversight: Monitor how caregiver-family pairings are working using CareOS data and AI-flagged alerts. Coordinate adjustments and communicate changes to families with care.

Proactive outreach: Run regular check-ins with active clients on a structured cadence. Use AI-generated summaries of caregiver notes, visit data, and communication history to walk into every conversation prepared. Issue resolution: Handle family concerns about scheduling, caregiver fit, care quality, and service expectations.

Resolve directly where possible; escalate to clinical as needed. Churn prevention: Act on early warning indicators surfaced by CareOS (missed visits, reduced hours, tone shifts in communication). Execute retention interventions aligned with our churn reduction framework.

AI workflow refinement: Identify where AI-generated outputs (messages, summaries, alerts) are working and where they need adjustment. You are a daily user of these tools and your feedback directly shapes how they improve. Feedback loops: Relay family and caregiver feedback to operations and product.

You are the voice of the client internally. Documentation: Maintain accurate, timely records of client interactions, concerns, and resolutions within CareOS. What We Are Looking For AI fluency.

You actively use AI tools (ChatGPT, Claude, Copilot, or similar) in your current work. You do not need to be technical, but you need to be someone who reaches for AI as a first instinct, not a last resort. We will ask you about this in the interview. 2-4 years in a customer success , client services, or account management role.

Home care, healthcare, or elder care experience is a strong advantage but not required. Comfortable managing a portfolio of 30-50+ active client relationships simultaneously, with AI handling much of the routine coordination. Strong written and verbal communication .

You can deliver difficult news with empathy and without ambiguity. Calm under pressure . Families contact us during stressful moments.

You do not take it personally and you do not drop the ball. Organized and process-driven . You follow cadences, update records, and do not let things slip through cracks.

Adaptable to fast-changing tools and workflows. Our AI systems evolve constantly. You are comfortable with that pace, not frustrated by it.

Based in Ontario. Ottawa-based is preferred but not required. Scope and Boundaries This role is focused entirely on the family and caregiver experience.

You will own the relationship end to end, including resolving billing questions, coordinating caregiver adjustments, and managing day-to-day service issues directly. Clinical oversight is handled by our RPN in a consultative capacity. You surface concerns; clinical makes clinical calls.

New business development is owned by sales. If a family referral comes through you (and it will), you pass it along. You are not measured on acquisition.