Senior Customer Success Manager

Summary

Join PointClickCare as a Senior Customer Success Manager – Life Sciences and build world-class partnerships with clients, optimizing their use of Life Sciences solutions. Reporting to the VP of Operations, you will leverage your business consulting, technical, and industry knowledge to drive engagement up to the C-level. This newly created remote position, based in the US or Canada, requires occasional travel. You will be responsible for building and expanding client relationships, supporting sales efforts, implementing strategies to drive customer success, and serving as the primary point of escalation for customer concerns. The ideal candidate possesses extensive experience in Life Sciences and the LTPAC market.

Requirements

• Experience in a customer-facing role within a data/tech company
• Proven success in building and scaling customer success in SaaS
• Proven proficiency in data analysis including interpreting and translating results
• Curiosity-driven with a willingness to experiment, learn, and adapt

Responsibilities

• Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization
• Support sales efforts to increase revenue per customer and identify expansion opportunities
• Build and implement strategies, monitor KPIs, and utilize data to drive customer success and address issues promptly
• Serve as the primary point of escalation for customer concerns, proactively identifying dissatisfaction and implementing resolutions while preparing regular performance reports
• Collaborate with internal stakeholders to deliver a seamless customer experience and achieve organizational goals

Preferred Qualifications

• Excellent communicator, coach, and relationship builder, committed to delivering results and fostering talent
• Strategic leader focused on process, execution, and hands-on engagement
• Empathetic approach to team building within responsible business practices

Benefits

• $118,000 - $132,000 a year + bonus + benefits
• Remote work