Senior Customer Success Manager - Healthcare

About the role

PointClickCare is hiring a Senior Customer Success Manager, reporting to the Director, Customer Success. The role manages and builds strong partnerships with clients so they get maximum value from the company's solutions, with a focus on acute and long-term post-acute care markets. It is a full-time, remote position that travels to client locations as required.

Key responsibilities

• Manage and grow client relationships at the C-level, acting as a trusted advisor and business partner who gives strategic guidance and a path to value.
• Drive early warning and turnaround strategies focused on customer health and churn mitigation, and act as escalation point for at-risk accounts.
• Deliver joint customer success plans that build, grow and expand client relationships across all levels.
• Use the company's customer success methodology to anticipate customer challenges and meet them with solutions.

Required profile

• Customer-facing experience in a SaaS/tech company.
• Healthcare sales, account management or customer success experience focused on enterprise customers and managing a book of business.
• Proven track record of sustaining and growing relationships.
• Bachelor's degree in a relevant field or equivalent practical experience.

Preferred qualifications

• Owns and delivers joint customer success plans.
• Strong written and oral communication and presentation skills, able to work independently remotely.
• Proficiency in data analysis, including interpreting results.
• Experience using a CRM tool such as Salesforce and/or Gainsight.