Open to opportunities

samuel knauber

@samuelknauber

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Strategic SaaS and healthcare executive driving enterprise retention and growth.

Canada

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What I'm looking for

I am looking for a role that fosters collaboration, values customer-centric growth, and offers opportunities for professional development.

I am a strategic SaaS and healthcare executive with over 15 years of experience in driving enterprise retention, expansion, and team performance. My career has been dedicated to building and leading high-impact teams that reduce churn and drive significant revenue growth in both startup and global enterprise environments. I combine strong technical fluency with sharp business acumen, ensuring alignment with go-to-market strategies and a leadership style rooted in clarity, trust, coaching, and value delivery.

In my current role as Director of Client Services at Glass Canvas, I successfully built and scaled the post-sales organization, achieving 10x ARR growth on key accounts and stabilizing churn to low single digits across a diverse portfolio of clients. I have developed comprehensive customer success playbooks and operational frameworks that have been adopted company-wide, significantly reducing onboarding time and enabling high-impact delivery. My experience also includes leading cross-functional collaborations to define health metrics and implement scalable offerings, ensuring a customer-centric approach to growth initiatives.

Throughout my career, I have demonstrated my ability to manage complex escalations and renewals in regulated environments, facilitating enterprise roadmap workshops with C-suite stakeholders and driving measurable outcomes. I am passionate about leveraging my expertise to foster customer success and drive sustainable growth in the organizations I work with.

Experience

Work history, roles, and key accomplishments

Current

Director of Client Services

Current

Glass Canvas

Feb 2020 - Present (5 years 5 months)

Built and scaled the post-sales organization from the ground up, leading cross-functional pods across Customer Success, Account Management, Implementation, Onboarding, and Technical Support. Drove 10x ARR growth on key accounts and stabilized churn to low single digits across a portfolio of 350+ SMB and enterprise clients; strengthened Net Revenue Retention through value-focused engagement.

Customer Success Account Management Implementation Onboarding Technical Support Net Revenue Retention HubSpot Intercom Jira Confluence

Director of Account Management & Customer Success

Agfa Healthcare

Jun 2017 - Present (8 years 1 month)

Built and led the North American Customer Success program, overseeing Canada’s largest health accounts and supporting expansion across major U.S. health systems. Owned retention and expansion for multi-million-dollar ARR contracts; partnered with Sales to deliver several million in net-new revenue through value-based engagement.

Customer Success Account Management Retention Partner Sales Playbook Development Stakeholder Engagement

Client Program Executive

Agfa Healthcare

Aug 2014 - Present (10 years 11 months)

Led success strategy and long-term account management for provincial health systems in Ontario, Quebec, Manitoba, and Alberta. Directed the province-wide rollout of digital mammography systems across Manitoba hospitals; partnered with the Ministry of Health to align execution with clinical policy.

Account Management Clinical Adoption Project Management Technical Leadership

Support & Deployment Specialist | Technical Trainer

Agfa Healthcare

Jun 2006 - Present (19 years 1 month)

Led complex imaging software deployments and upgrades across hospital systems in EMEA and APAC, ensuring minimal clinical disruption and full compliance. Designed and delivered advanced training programs for internal teams and external partners on Agfa’s enterprise imaging solutions and supporting infrastructure.

Software Deployment Technical Support Troubleshooting Infrastructure Management Compliance Imaging Systems Technical Training

Co-founder & Sales Lead

Terralynk Support Technologies

May 2005 - Present (20 years 2 months)

Co-founded and operated a small IT services firm, managing all business development, client relationships, and technical service delivery for SMBs. This provided early exposure to customer lifecycle management and hands-on technical troubleshooting.

Business Development Client Relationship Management Technical Delivery IT Services Customer Lifecycle Management Technical Troubleshooting SMB

Education

Degrees, certifications, and relevant coursework

LeTourneau University

B.S., Computer Science Engineering

Studied Computer Science Engineering with a minor in Mathematics. Gained foundational knowledge in computer science principles and mathematical concepts.