Technical Account Manager

Job Description

About Vocantas 

Vocantas provides workforce engagement and communication solutions designed specifically for healthcare organizations. Their platform helps healthcare providers improve staff communication, automate scheduling and outreach workflows, and enhance operational efficiency in environments where responsiveness and reliability are critical. Trusted by healthcare organizations across North America, Vocantas helps customers streamline communication processes while delivering a better experience for both staff and patients. 

Vocantas is part of Fluent Software Group (a Valsoft Corporation operating group), a global acquirer and operator of vertical market software businesses. We focus on specialized industries where expertise creates lasting advantages and long-term value. 

The Opportunity: Technical Account Manager 

Vocantas is looking for a relationship-driven Technical Account Manager to own and grow a portfolio of Enterprise and Mid-Market healthcare SaaS customers. This is a highly collaborative and customer-facing role where you'll lead onboarding, manage strategic customer relationships, drive retention efforts, and proactively support customer success throughout the full lifecycle. You'll join the team during an exciting period of transformation as Vocantas evolves toward an AI-augmented customer experience model — a unique opportunity to help shape processes, playbooks, and customer success operations while making a direct impact on customer outcomes and long-term growth. 

Location: Remote (Canada) 

What You’ll Own 

Customer Relationship Management 

• Serve as the primary point of contact for Enterprise and Mid-Market customers throughout the full customer lifecycle. 

• Build strong customer relationships through proactive communication, strategic guidance, and regular engagement. 

• Conduct structured Quarterly Business Reviews (QBRs) focused on customer outcomes, adoption, and future planning. 

Customer Success & Escalation Management 

• Lead onboarding activities for Enterprise customers, including milestone planning, progress tracking, and adoption support. 

• Identify at-risk accounts early through customer signals, usage trends, and engagement patterns, and proactively drive recovery plans. 

• Partner with customers to resolve escalations, manage detractor situations, and ensure a positive customer experience. 

Cross-Functional Collaboration & Operational Excellence 

• Collaborate closely with Product, Engineering, Support, and Sales teams to address customer needs and drive successful outcomes. 

• Track customer commitments, open action items, and internal follow-ups through to completion. 

• Contribute to the development of customer success playbooks, processes, and AI-supported workflows as the team continues to scale. 

Who You Are 

• 3–5 years of experience in Customer Success or Technical Account Management within a B2B SaaS environment. 

• Strong experience managing customer relationships, escalations, renewals, and onboarding initiatives independently. 

• Excellent project management and organizational skills, with the ability to manage multiple priorities simultaneously. 

• Experience working cross-functionally with Product, Engineering, Support, and Sales teams. 

• Strong CRM documentation habits and a proactive, customer-first mindset. 

Strongly Preferred 

• Experience working in healthcare SaaS environments. 

• Familiarity with customer success platforms such as Vitally, Intercom, Salesforce, or similar tools. 

• Experience working within scaling organizations where processes and tooling are actively evolving. 

The salary for this role is $70,000 CAD per year, plus a semi-annual bonus opportunity. Final compensation will be determined based on experience, skills, and qualifications. 

Why Vocantas? 

• Join a growing SaaS organization operating in the healthcare technology space where your work directly impacts customer success and operational outcomes. 

• Play a key role in shaping customer success processes and AI-enabled workflows during an exciting growth and transformation phase. 

• Work remotely while collaborating with a supportive, cross-functional team that values ownership, initiative, and innovation. 

Join Us 

If you're passionate about customer relationships, strategic problem-solving, and helping shape the future of customer success in healthcare SaaS, we'd love to hear from you. 

We use AI-powered tools (including transcription and automated note-taking) as part of our interview process to support a consistent and thorough candidate experience. 

Fluent Software Group is committed to building diverse, equitable, and inclusive teams. We welcome applications from candidates of all backgrounds, identities, and experiences, and all qualified applicants will be considered without regard to race, gender, age, disability, religion, sexual orientation, or any other protected characteristic. 

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