Bilingual Customer Success Associate (FR/EN)

remote
Toronto, Ontario, Canada .
contract . September 22, 2025

Description

Are you passionate about improving the healthcare system?

Are you driven to bring healthcare into the 21st century with innovative, patient-centered technology?

Are you excited to help health systems pioneer digital care and keep patients healthy and out of hospital?

If your answer is “Yes!” to the above, we may be the perfect fit for each other!

At SeamlessMD, our mission is

“to ensure every patient gets the right care at the right time”

Who is SeamlessMD? We are a diverse team of healthcare providers, technologists and industry professionals that have been industry leaders in helping health systems better support patients with Digital Health technology. We’ve been named CAN Health Network’s Company of the Year, #1 by KLAS Research for Improving Outcomes and a Top 5 Remote Patient Monitoring company by AVIA. We have raised $7.4M from leading Canadian investors, including MEDTEQ, Hikma Ventures, AIoT Health, Tony Lacavera (Founder, WIND Mobile) and Sanjay Malaviya (Founder, RL Solutions).

What is SeamlessMD? Most healthcare is still delivered through paper and verbal instructions, with no easy way for providers to monitor patients and catch problems sooner. To solve this, SeamlessMD enables health systems to digitize patient care journeys with automated reminders, education and symptom monitoring. Patients are engaged via smartphone, tablet or computer and are guided step-by-step with reminders, education and progress tracking across pre/post-surgery, oncology, chronic care and more. Providers can remotely monitor patients and access insights to elevate the patient experience, improve clinical outcomes and lower costs. SeamlessMD can be directly integrated with Electronic Health Records (EHRs) such as Epic, Oracle Cerner and MEDITECH. 40+ clinical studies & evaluations have shown SeamlessMD to improve the patient experience while reducing hospital length of stay, readmissions and costs.

Who are our customers? Leading hospitals, provincial health authorities & health systems across Canada and the U.S. such as Sunnybrook, Thunder Bay Regional, Horizon Health New Brunswick, University of Alabama at Birmingham Health, Atrium Health and more use SeamlessMD to elevate the patient experience, improve health outcomes and lower costs.

How does SeamlessMD improve patient care? Patients experience less anxiety, are more prepared for their healthcare journey and are more confident during recovery. 40+ clinical studies have shown SeamlessMD to reduce hospital recovery times by 1-2 days, hospital readmissions by up to 89% and ER visits by up to 68%. This means patients are healthier and the healthcare system is more efficient!

In order to make SeamlessMD available to patients and providers everywhere, we are growing our amazing team. Here’s where you come in…

The Customer Success Associate role

The Customer Success Associate plays a critical role in helping our hospitals and health systems implement and succeed with SeamlessMD. Your involvement would make a huge difference on patient satisfaction, and outcomes achieved with the platform.

As a Customer Success Associate, your objectives are to:

Ensure patients and providers have the best possible experience with the SeamlessMD platform, leading to high patient engagement and terrific customer satisfaction
Collaborate with Customer Success Managers to help health system customers implement and succeed with the SeamlessMD platform
Ensure your customers renew, achieve their business goals (e.g. readmission reduction) and become strong reference customers

As a Customer Success Associate, your main responsibilities include:

Assist patients and providers (in English and in French) who are having technical issues with the SeamlessMD platform. Be resourceful in finding solutions to patient and provider problems.
Ensure our customers’ engagement targets are being met (e.g. monitor and report on user activity on internal dashboards to ensure high enrollment and activation).
Monitor patient activity on our platform and proactively assist patients with low engagement.
Support the customer implementation process, including setting up customer accounts, training customer staff on how to use the platform and participating in platform testing (i.e. ensuring workflows on the platform meet the customer’s requirements).
Prepare for customer meetings or presentations, including helping to analyze data and troubleshoot customer or patient issues.
Exhibit professionalism in patient and provider interactions. Ensure issues are resolved and communicated in a timely manner.
Leverage data collected on the platform to prepare reports and insights for customers.
Test new features prior to release to ensure it meets customer needs.

Are we the right fit for each other?

Required qualifications:

Bilingual - written and verbal fluency in English and French
Note: If you are not fluent in French and English, your resume will be automatically archived. This is a mandatory requirement for this position.
1+ years in a client-facing role (healthcare experience preferred)
1+ years of experience in customer service, client relationship management, patient or customer support, etc.
Valid G-Class driver’s license
Able to travel to Toronto, Ontario for company meetings and travel to visit clients in Canada and the U.S. as needed:
You will need to attend in-person meetings with team members in Toronto, Ontario, typically once a quarter, and during busy times, up to once a month.
You will likely need to travel to work with clients 3 to 4 times per year for 1 to 3 days at a time, although this could change as our business needs change.

Required qualities:

Excellent oral and written communication skills. You will be communicating with a wide variety of stakeholders, from hospital staff to older patients.
Excited by and experienced with unchartered territory. We have pioneered a new product category and unique digital workflows) and that means our Customer Success model is still evolving. You will thrive here if you enjoy the opportunity to build new playbooks and processes. You won’t be a fit here if you expect everything to already be figured out.
Technology and data savvy. You don’t need formal training in technology and data, but you must be comfortable manipulating data in spreadsheets and using reporting dashboards to assist customers with their data needs.
Thrives in the fast-moving, startup environment. We are not a huge company, we don’t have everything figured out and we don’t have endless resources. However, we are smart, fast and nimble. You will thrive here if you enjoy independence, love taking initiative, and are willing to grow with us as we experiment and identify new best practices.

Nice to have:

Experience working with hospitals on topics such as quality, patient safety, patient satisfaction or operational/clinical/financial performance

Why you’ll love it here

Be at the forefront of healthcare innovation. This is an opportunity to work with the world’s top health systems and help them succeed with the latest digital health technologies.
Make a positive impact on the lives of patients. It is incredibly rewarding to hear regular feedback from patients on how SeamlessMD has improved, and sometimes saved, their lives.
Quarterly in-person team socials. We love team bonding. Every month we host a variety of team socials that range from: Trivia night, ping pong at SPIN, movie nights, Blue Jays games and more!

Ready to Apply?

Please submit your resume and cover letter. In order to be considered, please include the following in your resume or cover letter:

Why are you interested in working in the healthcare technology industry?
Your experience working in a client facing role: who did you interact with?
You experience working in a customer support role: what kind of support did you provide? Please include an example of when you went above and beyond to resolve a customer issue/request.

Note: incomplete applications will not be considered at this time.

Learn more about SeamlessMD:

Check out these links:

Compensation

$60,000.00 - $70,000.00 per year

Know someone who would be a perfect fit? Let them know!