Senior Customer Success Manager

Summary

Join PointClickCare as a Customer Success Manager and build strong partnerships with clients, optimizing their use of our healthcare solutions. This role requires managing a Northeastern US customer base with 50% travel. You will leverage your business consulting background and enterprise knowledge to engage at the C-level. The position offers remote work flexibility. Responsibilities include developing customer success plans, acting as a trusted advisor, identifying expansion opportunities, and mitigating churn. Success in this role demands strong communication, data analysis, and relationship-building skills.

Requirements

• 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 senior living/housing managing a book of business, primarily focused on top-tier customers
• Proven track record of sustaining and growing complex relationships
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments
• Proficient 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
• Be a self-starter with a positive attitude, strong leadership abilities, and collaborative working style
• Experience using a CRM tool (Salesforce and/or Gainsight)

Responsibilities

• Builds, grows, and expands 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)
• Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross functional initiatives and discussions
• Advanced understanding of product, industry, and company and apply a prescriptive approach to relevant value-based customer conversations
• Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals and outcomes
• Develop joint customer success plans that include agreed upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines and communication
• Eliminates barriers to customer advocacy and expansion
• Facilitates Executive Business Reviews with between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes
• Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams
• Work cross functionally with internal teams to maximize expansion, adoption, and retention of tools. Exceptional balance of revenue growth and retention outcomes
• Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals
• Providing 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
• Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships
• Builds and maintains a portfolio of reference accounts
• Demonstrates empathy in all customer dealings
• Consistently demonstrates tact and confidence when engaging in difficult conversations
• Lead strategic Customer Success initiatives
• Onboards and provides mentorship to new team members to the Customer Success Organization
• Effective working with multiple levels of the customer organization
• An excellent communicator/speaker able to quickly gain buy-in
• Flexible when facing tough calls and embraces difficult conversations
• Dedicated to meeting customer and company expectations
• Conveys outcomes and objectives timely via written documentation
• Exceeds all KPI targets, including NRR, while maintaining strong client relationships
• Complete CSM Certification within 12-months of hire

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