Director, Customer Success - Acute & Payer

Summary

Join PointClickCare as the Director of Customer Success and lead the Acute & Payer (A&P) client success, value realization, and growth across the US and Canada. You will manage and mentor a team of Customer Success Managers, serving as the first point of escalation. This remote position requires driving customer value and growth, acting as a strategic partner to clients, managing customer churn, and collaborating with internal stakeholders. Responsibilities include developing action plans to help clients achieve their goals, gathering client feedback, mitigating churn risk, and fostering cross-functional relationships. The ideal candidate will have a proven track record of leading enterprise/SaaS customer success teams and a deep understanding of the healthcare industry.

Requirements

• Track record of successfully leading enterprise / SaaS customer success teams
• Understanding of the healthcare industry - specifically acute and provider areas
• Experience in roles with accountability over metrics and/or P&L
• Experience in accountability for net revenue retention and customer value and health
• Understands how to translate product to solution to value helping to support NPS and KLAS scores
• A strong collaborator who will be able to work with sales, professional services and other leaders to ensure success across the business value stream
• Strong judgment on when and how to escalate
• A strategic thinker who can partner with stakeholders on how to approach and drive success in the state
• A quick study on all things in the market who can grasp the complicated dynamics of our customers
• Strong people manager that can motivate the team
• Solution oriented that will not just surface problems, but propose solutions and work collaboratively to execute on them

Responsibilities

• Drive customer value and growth: Accountable to customers value realization and ROI of PointClickCare's solutions. Drive net revenue retention (NRR) and customer value and health for a specific customer portfolio. Understand customers strategic and organizational goals, and develop measurable action plans to help customers achieve set goals, remove barriers, etc
• Be customers strategic partner and advisor: Helping to build and foster strategic client relationships within market. Gathering valuable feedback from clients and market insights for product, marketing, sales and internal stakeholders. Understanding industry trends and landscape of the territory. Cultivating reference sites within the market as well as active participants on the Customer Advisory Board
• Manage and reduce customer churn: Support adoption, increased utilization and growth within the market segment. Understanding, measuring, managing and owning churn risk. Provide early warning with strategic and tactical plans to mitigate churn. Driving customer satisfaction and increasing NPS. Managing the success of the team KPIs through use of data/tools. Preparing weekly and monthly reporting requirements to align performance and identify best practices and performance improvement opportunities
• Close alignment & partnership with internal stakeholders: Advance internal cross functional relationships to collaborate on achieving organizational goals. Support and align with sales to support growth and market expansion initiatives. Serve as the primary point of contact for internal strategic plans and execute where needed
• Team Development & Mentorship: Recruit, coach and develop customer success managers fostering a world class team

Preferred Qualifications

Health Tech background and experience

Benefits

• $162,000 - $180,000 a year
• Bonus
• Equity
• Benefits