The Role
Manage enterprise customer relationships to drive adoption and value of PointClickCare solutions. Serve as trusted advisor to executive stakeholders, own customer success plans, mitigate churn with save plans, collaborate cross-functionally, and use data to inform strategy and expand accounts.
Summary Generated by Built In
Reporting to the Sr. Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions. The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. This position can work remotely and will travel to various client locations as required.
Preferred Qualifications
- Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes.
- Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration.
- Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
- Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts.
Minimum Qualifications
- You are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations.
- Experience in a customer-facing role within a Saas/tech company
- Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in managing a book of business, primarily focused on Enterprise customers.
- Proven track record of sustaining and growing relationships
Preferred Qualifications
- Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments.
- Strong written and oral communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success.
- Proven proficiency in data analysis including interpreting and translating results.
- Bachelor’s degree in a relevant field or equivalent practical experience and experience using a CRM tool (Salesforce and/or Gainsight)
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canadian base salary range for this position is $112,000 - $125,000 (Overtime Non Eligible)+ bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadian locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
Skills Required
- Own and deliver joint customer success plans to grow and expand client relationships
- Act as a Trusted Advisor and Business Partner to customer Executive Leadership and internal teams
- Leverage PointClickCare customer success methodology to anticipate and solve customer challenges
- Provide early warning and turnaround strategies, act as escalation point and develop save plans for at-risk accounts
- Passionate about the future of work and committed to impacting post-acute care markets
- Experience in a customer-facing role within a SaaS/tech company
- Experience in Healthcare Sales/Account Management/Customer Success managing a book of enterprise customers
- Proven track record of sustaining and growing customer relationships
- Strong written and oral communication and presentation skills; able to work independently in a remote environment
- Proven proficiency in data analysis, interpreting and translating results
- Bachelor's degree in a relevant field or equivalent experience; experience using CRM tools (Salesforce and/or Gainsight)
PointClickCare Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about PointClickCare and has not been reviewed or approved by PointClickCare.
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Healthcare Strength — Health and dental coverage appear robust, with wellness and assistance programs reinforcing core medical benefits. Coverage quality stands out relative to other benefit elements.
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Leave & Time Off Breadth — PTO and paid holidays are characterized as generous, and flexible work-from-home options are widely available. Occasional extras like summer half‑day Fridays further expand time-off flexibility.
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Flexible Benefits — A customizable mix is evident through remote/hybrid arrangements, day-one eligibility, and a lifestyle or personal spending account. Benefits such as wellness credits and support resources can be tailored to individual needs.
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The Company
What We Do
PointClickCare is the market leader driving the transformation of healthcare vulnerable and complex populations through a broad, connected care network powered by deep insights with a commitment to value, outcomes and innovation. We connect post-acute and acute care settings, people and systems like no other company. Our steadfast commitment to our culture and to providing growth opportunities to our employees is evidenced by recent recognition of PointClickCare as one of Canada’s best-managed companies and most admired corporate cultures.
