The Role
PointClickCare is seeking a Senior Enterprise Customer Success Manager to serve as a strategic advisor to some of the nation’s leading healthcare organizations. This role is responsible for managing complex enterprise relationships across health systems, Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), provider networks, and value-based care organizations.
This is not a traditional customer success role. The successful candidate will operate as a trusted executive partner to senior healthcare leaders, helping customers achieve strategic, operational, financial, and clinical outcomes through effective adoption and optimization of PointClickCare solutions.
The ideal candidate combines strong enterprise customer success expertise with deep healthcare domain knowledge, including direct, hands-on provider experience, and a demonstrated ability to navigate highly matrixed healthcare organizations at the executive level. They must be comfortable engaging C-suite stakeholders, influencing strategic decisions, and driving measurable value realization across large enterprise accounts.
Direct experience working within or alongside health systems, ACOs, or provider risk arrangements is required for this role. Experience supporting value-based care initiatives, population health programs, care coordination strategies, and provider collaboration models is strongly preferred. Knowledge of post-acute care workflows, Skilled Nursing Facilities (SNFs), and transitions of care is highly desirable.
What You’ll Do
Serve as the primary strategic advisor for a portfolio of enterprise provider customers.
Build and maintain relationships with executive stakeholders, including C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers.
Develop and execute strategic account plans that drive customer outcomes, adoption, retention, growth, and long-term partnership success.
Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs.
Lead executive business reviews focused on business outcomes, ROI realization, strategic priorities, adoption performance, and organizational success metrics.
Identify opportunities for operational improvement through analysis of customer performance, utilization trends, workflow adoption, and market best practices.
Partner closely with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges.
Facilitate collaboration across provider, post-acute, and community-based stakeholders to advance care coordination and network performance objectives.
Create compelling executive narratives that demonstrate measurable value, financial impact, clinical outcomes, and strategic alignment.
Identify risk indicators early and proactively develop mitigation strategies to protect customer outcomes and retention.
Champion customer advocacy by bringing healthcare market insights and customer feedback into product and organizational planning discussions.
Required Qualifications
5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles, with a strong enterprise/strategic account focus.
Required: direct experience working with or within health systems, Accountable Care Organizations (ACOs), physician groups, or provider risk arrangements.
Demonstrated ability to build credibility and influence executive and senior leadership stakeholders, including health system executives and value-based care leadership.
Strong knowledge of healthcare operations, care delivery, reimbursement models, provider economics, and healthcare technology ecosystems.
Exceptional communication, presentation, relationship-building, and stakeholder management skills.
Strong project management, organizational, and strategic planning capabilities.
Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization.
Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments.
Experience using CRM platforms and customer success technologies.
Preferred Qualifications
Direct experience supporting Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), Clinically Integrated Networks (CINs), or other value-based care models.
Deep understanding of population health management, quality improvement programs, healthcare performance measures, and value-based reimbursement frameworks.
Experience working with Skilled Nursing Facilities (SNFs), post-acute providers, care transitions, discharge planning, or care coordination initiatives.
Familiarity with PointClickCare, PAC technology, EHR platforms, interoperability solutions, or healthcare SaaS applications.
Clinical operations, healthcare applications, consulting, or implementation experience.
Experience leading executive-level business reviews and strategic planning sessions.
Why This Role Matters
You will help healthcare organizations transform how care is coordinated across acute, post-acute, and community settings. By partnering with executive healthcare leaders and driving measurable business outcomes, you will play a critical role in advancing value-based care, improving patient outcomes, and maximizing the value customers receive from PointClickCare’s industry-leading platform.
Travel
Approximately 30% travel, including customer-facing engagements, industry events, and occasional travel to PointClickCare offices and leadership meetings.
Ideal Candidate Profile
The strongest candidates will bring:
Enterprise Customer Success experience managing complex, strategic healthcare accounts.
Executive presence and comfort engaging C-suite stakeholders, especially health system and provider leadership.
Required provider experience, paired with practical experience in ACOs, value-based care, and population health.
Strong understanding of healthcare delivery across acute, post-acute, and community settings.
Experience working with SNFs and post-acute networks as a significant differentiator.
A consultative mindset with the ability to translate technology capabilities into measurable business outcomes.
Skills Required
- 2-5 years of experience in healthcare (health systems, hospitals, or acute care)
- Exposure to healthcare organizations
- Strong written and verbal communication skills
- Excellent organizational, project management, and time management skills
- Strong relationship-building, teamwork, and collaboration capabilities
- Strategic thinking with robust analytical skills and a sense of urgency
- Experience with CRM tools
- Willingness to travel up to 30% (territory-based Southeastern US, occasional travel to Toronto)
- Experience with SaaS or EHR
- Clinical delivery or applications experience
- Entrepreneurial spirit
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.
-
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.
-
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.
-
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.
PointClickCare Insights
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.
