(US) Customer Success Manager - Provider

PointClickCare

About The Position

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company thatâs 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 Canadaâs 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 â 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 â so it doesnât just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. The Role: Provider System Customer Success Managers are responsible for managing the Hospitals & Health Systems line of business and providing world-class strategic partnerships to their clients. This role will be a trusted advisor to the customer, ensuring a deep knowledge of the customersâ business to be able to provide value add solutions. Provider System Customer Success Managers must have health care domain knowledge as well as a strong understanding of how Hospitals and Health Systems work in order to create real solutions and provide consultative support. Clinical background or experience is an added bonus.

Requirements

Prior healthcare sales/account management experience
Exposure to health care organizations required
Strong written and verbal communication skills
Excellent organizational, project management & time management skills
Strong relationships, teamwork and collaboration capabilities
Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
Post-secondary education required

Nice To Haves

Experience with EHR is a definite asset
Clinical background or experience

Responsibilities

Drive and own Strategic partnerships with their clients and act as the primary point of contact for their assigned accounts
Act as a trusted advisor to our customers to drive adoption of our solutions and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
Execute on product utilization to ensure customers achieve a significant return on investment, and help drive the overall customer adoption and success
Maintain customer engagement levels and support customer NPS scores
Maintain an understanding of Collectiveâs products & services, industry knowledge and trends to drive customer engagement
Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans
Reducing churn, both for organizations (logoâs) and products.
Revenue expansion and improvement of bookings metrics.
Other criteria as determined by CSM Leadership team.