Customer Success Manager

At Tali, we’re tackling one of healthcare’s most pressing challenges: the administrative burden that overwhelms clinicians and compromises patient care. Our AI-powered medical scribe is already transforming the industry, serving thousands of clinicians across Canada and the US. By accelerating millions of patient encounters annually, we save each clinician over 10 hours a week—adding up to 27 years of clinicians’ time returned to the healthcare system every year.
 

Backed by a team with decades of experience from world-class companies like Amazon, Stripe, and Shopify, we’re building a product that solves critical, real-world problems for clinicians today while laying the foundation for a more efficient and patient-centered healthcare system. Our customers trust our technology to deliver accurate, secure documentation, empowering them to focus on what matters most: exceptional patient care.

As our Customer Success Manager, you will lead our five star team ensuring Tali serves a growing user base with excellence — by building systems, processes, and teams to scale customer success efficiently across all of our users and customers. You are a systems thinker who sees customer success not just as relationship management, but as a scalable operation. You believe that great customer experience is driven by a combination of empathy, smart processes, and effective use of technology — not just human effort. You are energized by the challenge of serving a growing and diverse customer base, from self-serve subscribers to complex clinic clients.

Who You Are

• A builder — you are excited about designing and improving systems, not just working within them.
• Technically savvy — comfortable with AI tools, automation, and data to help scale impact.
• Organized and forward-thinking — able to juggle near-term needs while architecting for long-term growth.
• Customer-centric — you seek to understand the real needs of different customer segments and tailor solutions accordingly.
• A collaborator — you work seamlessly with everyone at Tali AI to make sure the customer experience is consistent and scalable.
• A leader — capable of building, managing, and mentoring both onshore and offshore teams to extend our customer coverage.

What You'll Do

• Design and optimize customer success systems that leverage AI, automation, and other tools to serve both self-serve subscribers and clinic customers effectively.
• Develop customer segmentation, tiering, and success strategies that balance high-touch and tech-touch engagement for both self-serve subscribers and clinic customers based on their unique needs and expectations.
• Use data to monitor customer health, identify friction points, and continuously improve both customer satisfaction and operational efficiency.
• Build, manage, and continuously improve an offshore Customer Success team to provide extended coverage across time zones.
• Collaborate closely with Product, Technology, and Operations to ensure that customer insights and needs are reflected in platform and service improvements.
• Drive scalable renewal and retention processes, enabling growth without linear headcount increases.

More About Tali AI

Perks and Benefits:

All full-time employees have access to:

• Fully remote work & flexible work hours
• Half day Fridays (35-hour work week)
• Comprehensive health and wellness benefits from day one
• Competitive time-off, including company-wide holidays between Dec 25 - Jan 1
• $2000 in annual "Knowledge Dollars" for professional development
• Quarterly socials & company outings

Our Core Values:

• Bold: embracing ambitious goals, making courageous decisions, and taking calculated risks to drive impactful innovation and growth
• Resourceful: we're self-directed problem solvers; navigating obstacles, learning and acquiring new skills as needed and making sound judgement calls within scope. Consistently delivering on commitments while maintaining a high standard of quality and dependability in all aspects of our work
• Candid: Being, honest, transparent, and open in all interactions, fostering a culture of trust and authenticity
• Caring: Actively supporting and empathizing with our people - customer, patients, and colleagues to help them thrive and achieve their goals

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 the Human Resources team at people@tali.ai.