Sr. Customer Success Manager - Northeast

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software. At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose. Join us and be part of a team that is making a real impact. To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

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. The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. This position can work remotely and will travel to various client locations as required. The territory is for a Northeastern US customer base.

Travel Requirement - 50%

Key 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.

Required Experience:

• 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)