Customer Success Manager

Summary

Join PointClickCare as a Customer Success Manager and build strong partnerships with clients, ensuring they optimize PointClickCare's solutions. This remote role, with 25-50% travel, requires managing client relationships, developing strategic account plans, conducting business reviews, and working cross-functionally to address client needs. You will leverage product knowledge, communicate effectively, and proactively mitigate churn. The position is a contract role covering maternity leave, offering an hourly rate with additional compensation in lieu of standard benefits. Successful candidates will possess experience in customer success, preferably in healthcare SaaS, and strong communication and relationship-building skills.

Requirements

• 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, preferably 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)

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

Preferred Qualifications

• EHR experience
• Long-term post-acute care domain knowledge is an asset
• Experience presenting to and building relationships with executives

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition