Customer Service Manager

Tagline: Lead the charge in elevating customer experience at Intellijoint Surgical!

Type of Position: Full time (Hybrid – 3 days)

Location: Kitchener, ON

Benefits: RRSP with employer match, health benefits (effective day-1!), wellness benefit, learning & development opportunities, paid vacation, personal days, and sick days

The Company

Intellijoint Surgical develops effective and easy to use products to enhance surgeons’ care and patients’ lives. Today, Intellijoint technology lives in the operating room helping surgeons improve implant positioning during hip and knee replacement surgeries. Our technology has been used in over 60,000 surgeries - helping us to gain real-world feedback from patients and surgeons to improve our products. We are seeking a Customer Service Manager to join our Operations team to help bring innovative technologies to the market.

The Position

The Customer Service Manager is a key leadership role at Intellijoint Surgical, responsible for ensuring the success and satisfaction of our customers by driving strategic initiatives, creating scalable processes, and fostering collaboration across departments. Reporting into the Director, Operations this role will be instrumental in building the foundation of the Customer Success function and leading a team to deliver exceptional customer experiences while supporting Intellijoint's growth objectives.

As a snapshot, we are looking for someone who:

• Leads with passion and inspires high performance
• Puts customers first, driving satisfaction and retention
• Thinks strategically while executing with hands-on energy
• Communicates effectively across teams to champion customer needs
• Analyzes data to deliver impactful, results-driven solutions

The Customer Service Manager will work closely with customers, the Sales organization, and cross-functional teams to align customer needs with company goals, ensuring that every customer interaction reflects Intellijoint's commitment to improving patient outcomes through innovative technologies.

Main Duties:

Leadership & Strategy:

• Develop and execute the strategic vision for the Customer Success function, ensuring alignment with organizational goals.
• Lead, mentor, and grow a high-performing Customer Success team.
• Partner with Sales leadership to define and refine processes that drive efficiency and scalability for the organization.

Customer Advocacy:

• Act as the primary advocate for customer needs, ensuring feedback is effectively communicated and addressed by cross-functional teams.
• Drive customer satisfaction by proactively identifying and resolving challenges, escalating issues when necessary.
• Regularly engage with key accounts to maintain strong relationships and ensure long-term customer retention.

Operational Excellence:

• Design and implement processes to improve efficiency across customer-facing functions, including billing, order management, and product support.
• Oversee the resolution of customer issues, including complex troubleshooting and escalation, to deliver timely solutions.
• Manage and optimize CRM systems (e.g., Salesforce) to maintain accurate customer data and reporting.

Continuous Improvement & Reporting:

• Analyze customer success metrics and provide actionable insights to improve customer experience and operational performance.
• Develop and maintain customer resources such as FAQs, training materials, and product guides.
• Create and maintain dashboards and reports for Sales and leadership teams to track customer success KPIs and progress against goals.
• Develop surveys or touch points with customers about their experience.

Collaboration & Cross-Functional Support:

• Serve as a liaison between Sales, Operations, Finance, and other departments to ensure seamless customer experience.
• Work with the Product team to provide insights on customer feedback and product usage trends.
• Partner with Medical Education to design and deliver effective onboarding and training for customers and internal teams.

Skills and Experience to Enable Success:

• Bachelor’s Degree in Business, or related field (or equivalent experience).
• 5+ years of experience in a customer success, account management, or sales support role, with at least 2 years in a leadership capacity.
• Proficiency in CRM tools such as Salesforce and advanced knowledge of MS Excel for data analysis and reporting.
• Proven track record of improving customer satisfaction and retention through strategic initiatives.
• Customer-focused mindset with a passion for delivering value and building strong relationships.
• Strategic thinker with excellent problem-solving skills and a data-driven approach to decision-making.
• Strong leadership skills, with the ability to inspire and develop a team.
• Excellent verbal and written communication skills, adaptable to various audiences.
• Highly organized with the ability to prioritize tasks and manage competing deadlines.
• Startup mentality with a hands-on, proactive approach to solving challenges.

What Does Success Look Like in This Role?

• Establish a robust Customer Success framework that supports scalable growth.
• High levels of customer satisfaction and retention, measured through surveys and feedback.
• Efficient, seamless collaboration between Customer Success and other departments.
• Increased operational efficiency in Sales and customer-facing processes.
• A motivated and high-performing Customer Success team that contributes to the overall success of Intellijoint Surgical.

Why Join Us?

• It is unrealistic for us to believe we will find someone who fits this position 100%
• Strong support towards career development and growth
• Work with innovative products that can improve surgical outcomes and enhance patient’s quality of life
• Be ready to innovate!
• Work alongside a highly talented and driven group of team members and colleagues’ organization wide
• Work in an environment with high transparency and collaboration along with lots of fun and social activities
• Be ok with change and share in our excitement as we scale
• Flexibility so that you can do your best both at work and outside of it

Intellijoint Surgical is committed to creating an accessible and inclusive work environment. It is our policy to recruit and select applicants solely on the basis of their qualifications. We are an equal opportunity employer that hires talent regardless of age, race, creed, colour, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, or any other status or condition protected by applicable law.

Intellijoint Surgical encourages applications from all qualified candidates. Those in need of accommodation at any stage in the recruitment process should notify hr@intellijointsurgical.com. Any information received that relates to accommodation needs of a candidate will be addressed in a confidential manner.