(US) Customer Success Manager - Great Lakes at PointClickCare (Remote)

About the role

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

**Travel to Office expectations**

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Reporting to the Director, Customer Success, the 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.

This position can work remotely and will travel to various PointClickCare and client locations as required (25-50%). The territory you'd support is the Great Lakes in the US.

Key Responsibilities

Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) to achieve overall customer success and satisfaction.

Speak to all market segments/lines of business and make recommendations that impact the business holistically.

Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals.

Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement.

Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes.

Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions.

Work with clients to understand their objectives and align those with PCC solutions.

Consult with clients to solve problems by having value-based conversations.

Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed.

Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful.

Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn.

Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts.

Demonstrate empathy in all customer dealings.

Communicate effectively to quickly gain buy-in from internal and/or external stakeholders.

Flexible when facing tough calls and embrace difficult conversations.

Convey outcomes and objectives timely via written documentation.

Meet and exceed KPIs while maintaining strong client relationships.

Complete CSM Certification within 12-months of hire.

Required Experience

You are passionate about working with teammates and customers to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations

Experience in a Customer Success role managing a book of business in the healthcare SaaS space

Strong customer orientation focused on delivering customer outcomes

Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments

Proven track record of sustaining and growing relationships and delivering results

Excellent communication and presentation skills

Good analytical and problem-solving skills

Strong leadership ability and collaborative working style

Experience using a CRM tool (Salesforce and/or Gainsight)

Preferred Experience

EHR experience

Long-term post-acute care domain knowledge is an asset

Experience presenting to and building relationships with executives

About the role

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

**Travel to Office expectations**

This position can work remotely and will travel to various PointClickCare and client locations as required (25-50%). The territory you'd support is the Great Lakes in the US.