Customer Success Manager, Scaled Accounts

Tali AI is on a mission to build industry-leading products that solve real-world problems for clinicians today.

How do we do this? Our AI-powered medical assistant empowers clinicians by removing the administrative burden that pulls them away from patients. When clinicians can focus on care, healthcare becomes more accessible, more human, and more sustainable.

Tali is transforming the industry, serving thousands of clinicians across Canada and the US, accelerating millions of patient encounters annually, saving clinicians more than 10 hours a week. That time goes back to where it matters most, patient care.

What you’ll own:

• Renewal and retention for your portfolio. You’ll be the main contact for clinic administrators and decision-makers, and you’ll own renewal rate and gross revenue retention for your accounts.

• At-risk accounts caught early. You’ll spot risk in usage and engagement before it shows up as churn, and lead the conversations that turn it around.

• A renewal playbook the team uses. You’ll design renewal journeys for micro, small, and mid-sized clinics. Each one will balance automated touchpoints with personal outreach, and you’ll measure which approach works for which segment.

• Automated workflows that remove manual work. You’ll build and run workflows for renewal outreach, account monitoring, risk flags, and follow-ups. You’ll document them, including SOPs, prompts, and playbooks, so other people can run them without you.

• Health signals the team can trust. You’ll improve health scoring, segmentation, and renewal forecasting using CRM and product usage data.

• Root causes fixed, not just worked around. You’ll take recurring customer problems to Product and Engineering, and check whether the fix actually reduced them.

You’ll do well here if you:

• Have owned renewals or retention for a book of B2B customers, including difficult conversations with accounts that were at risk.

• Have replaced a repetitive manual process with a system or automation that other people relied on, and can walk us through how you built it.

• Have built or run multi-step workflows with AI or automation tools, and can tell when the output isn’t good enough to reach a customer.

• Can turn CRM and usage data into a clear call on which customers need attention this week and why.

• Write clearly enough that someone else can follow your playbook without asking you questions.

Nice to Haves:

• Experience in a high-volume or digitally led Customer Success model with many SMB accounts.

• Familiarity with HubSpot, BigQuery, or customer health and analytics platforms.

• Experience building lifecycle campaigns or renewal workflows.

• Experience in healthcare technology or with healthcare providers.

More About Tali AI

Perks and Benefits

All full-time employees enjoy:

• Hybrid work & flexible work hours
• Comprehensive health and wellness coverage from day one
• Competitive PTO, including winter shutdown Dec 25 - Jan 1, birthdays and Taliversaries, and 'extra long' long weekends
• $2000 annually in "Knowledge Dollars" to learn, grow, and level up
• Quarterly socials & company outings that bring our team together beyond the day-to-day

Our Core Values

⚡️ Bold: we embrace ambitious goals, make courageous decisions, and take calculated risks to drive impactful innovation and growth

🧩 Resourceful: we're self-directed problem solvers; navigating obstacles, learning and acquiring new skills and making sound judgement calls. We consistently deliver on commitments while maintaining a high standard of quality and dependability

📣 Candid: Being, honest, transparent, and open in all interactions, fostering a culture of trust and authenticity

💛 Caring: Actively supporting and empathizing with our people - customers, patients, and colleagues to help them thrive and achieve their goals

Why Join Tali

⚖️ Impact at Scale: What you do here matters. You’ll influence the Tali experience, fueling a team that’s changing how clinicians work and how patients are cared for.

🧰 Technical Excellence: What you build here sets the bar. You’ll work with cutting-edge technology to help shape a truly world-class product.

🚀 Ownership and Growth: What you take on here truly matters. As an early-stage startup, every team member helps shape our technology, culture, and future. Whether you’re a generalist who thrives on variety or a specialist excited to build systems from the ground up, your contributions will be pivotal to what we become.

👷 Build with Purpose and Pride: What you contribute here carries real responsibility. You’ll help build and support systems that handle highly sensitive medical data with care and integrity, earning the trust of clinicians and safeguarding the safety of patients every day.

👏 A Team that Inspires: Collaborate with a talented, driven team that values innovation, humility, and a relentless focus on solving meaningful problems.

Tali Online

🔗 Tali is one of Linkedin's Top Startups of 2025

🔗 Tali is part of the renowned Digital Supercluster Project

🔗 Check out Tali's CEO, Mahshid Yassaei on Cherry Health's Leaders in Healthcare Podcast

We thank all applicants for their interest; only those candidates selected for an interview will be contacted. Tali is committed to providing a barrier-free recruitment process for all candidates. Should you require accommodations at any point throughout the hiring process, please contact People & Culture at [email protected].