(US) Customer Success Manager - Great Lakes

PointClickCare

3d•$95,000 - $106,000•Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading health tech company that’s 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. We 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 Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter healthcare future; 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. This role can work remotely and will travel to various PointClickCare and client locations as required (25-50%). The territory you'd support is the Great Lakes in the US. Reporting to the Director, Customer Success, the Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions.

Requirements

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 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)

Nice To Haves

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

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.