Strategic Customer Success Manager

Hi, I’m Laura Milne, Director of Customer Growth at Jane. I’ve been at Jane for just under a year and a half, and my teams focus on helping new customers find Jane, choose Jane, and succeed as they adopt and grow with Jane. For this role, you’ll partner closely with our largest and most complex clinics. These clinics require thoughtful relationship management, proactive enablement, and a deep understanding of their goals so we can help them get the most value from Jane.

Outside of work, I am a big basketball fan and love planning road trips that take me off the beaten track, especially if I can throw in some vintage treasure hunting along the way.

This is a meaningful role for us. We’re expanding quickly in the large-clinic segment, and we’re looking for someone who enjoys building long-term partnerships, navigating complexity, and using insights to help customers thrive. If you care about creating clarity, solving problems, and supporting people doing important work in their communities, you’ll find this role both challenging and rewarding.

What Impact We’re Looking for You to Make

• Strengthen relationships with Jane’s largest clinics through proactive outreach, thoughtful business reviews, and consistent follow-up that deepens trust and alignment

• Drive retention and feature adoption by helping clinics understand and leverage Jane’s capabilities in ways that support their operational and clinical goals

• Identify risks and opportunities using customer health data and product signals, applying structured approaches to intervene early and drive meaningful outcomes

• Influence Jane’s product direction by bringing forward clear, customer-informed insights and trends that reflect the needs of large clinics

• Build and improve Strategic Accounts processes, tools, and best practices, contributing to a scalable foundation for our growing customer segment

What Experience We Need

• Experience owning a book of business and driving outcomes in Customer Success, Account Management, or a related role in a B2B SaaS environment

• A track record of exceeding retention, adoption, or customer health goals through structured account planning and proactive relationship management

• Strong communication and collaboration skills, with the ability to translate customer needs into recommendations, insights, and next steps

• Comfort working with data, product signals, and CRM tools (we use HubSpot) to forecast, plan, and measure customer value

• A builder mindset with curiosity, humility, and a willingness to learn — this role involves shaping new processes and approaches as we grow

If you don’t meet every single qualification but are excited about this role, we’d still love to hear from you.

More about Jane

Jane is a founder led, high growth SaaS company born in North Vancouver, British Columbia. We’re now a team of more than 700 people working remotely across Canada, the US, and the UK, united by our mission to help the helpers.

We build the products and tools that thousands of clinics rely on every day to run their businesses, care for their patients, and grow their communities. That level of impact means every person at Jane plays an important role in how we show up for our customers. We’re all responsible for being deeply connected to their needs, obsessed with improving their experience, and proud of the difference our work makes in their day-to-day lives.

Jane is growing fast, and that growth brings exciting challenges that call for adaptability, resilience, learning agility, and humility. We’re proud of what we’ve built and quick to admit what we don’t know yet. We listen, learn, and adjust as we go.

We’re also embracing the possibilities of AI, using it to work smarter, improve our systems, and create even better experiences for our customers and our team.

Our goal isn’t just delivery, it’s delight. We move quickly, communicate openly, and solve real problems together. If you’re energized by ambiguity, motivated by impact, and eager to learn with others, you’ll thrive at Jane.

Compensation & Benefits

At Jane, we’re committed to paying fairly, clearly, and above all, paying for growth. This role has an annual salary range of $115,000 - 140,000. While that is a large range, it is intentional. It reflects the full growth journey someone might take in the role, from developing skills early on to becoming highly proficient and ultimately achieving excellence.

We believe in paying for growth. You’ll have regular career development conversations with your manager and your compensation will grow as you gain experience and contribute meaningfully to our mission.

Paying clearly is one of our compensation fundamentals. Watch this short video to learn how our salary bands are set. You’re also encouraged to ask questions about compensation at any point during the interview process.

We also offer a comprehensive benefits package, You can learn more about it here!