PointClickCare
health tech
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at PointClickCare. Skills: Customer Success Management, Client Relationship Management, Healthcare SaaS, Account Strategy, Customer Advocacy. managing and providing world-class partnerships to their clients. ensuring they are optimizing the use and value of PointClickCare’s solutions”
What You'll Achieve.
achieve overall customer success and satisfaction; meet customer goals; drive customer engagement; achieve successful and valuable outcomes; drive further adoption and increase value of PointClickCare solutions; maximize expansion, adoption, and retention of subscriptions; make our customers successful; ensure their requests are prioritized and addressed; make our customers successful; mitigate churn; Meet and exceed KPIs
Industry & Context.
Good analytical and problem-solving skills; Consult with clients to solve problems by having value-based conversations
Travel to and from the Mississauga and/or Salt Lake City office for in-office events (onboarding, team events, semi-annual and annual team meetings) for remote roles, Travel to various PointClickCare and client locations as required (25-50%)
What They're Looking For.
Must Have
Experience in a Customer Success role managing a book of business in the healthcare SaaS space, 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, leadership ability and collaborative working style, Experience using a CRM tool (Salesforce and/or Gainsight)
Nice to Have
EHR experience, Long-term post-acute care domain knowledge is an asset, Experience presenting to and building relationships with executives
What You'll Do.
managing and providing world-class partnerships to their clients
ensuring they are optimizing the use and value of PointClickCare’s solutions
and expand client relationships at all levels
identifying and maintaining critical contacts across various functional areas of the organization
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
and retention of subscriptions
Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities
Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn
Act as a point of escalation
to help manage customer expectations
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
Complete CSM Certification within 12-months of hire
How You'll Work.
Team & Collaboration
Work cross functionally with internal teams to advocate on behalf of customers; Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities; Communicate effectively to quickly gain buy-in from internal and/or external stakeholders; collaborative working style
Communication Scope
Excellent communication and presentation skills; Communicate effectively to quickly gain buy-in from internal and/or external stakeholders; Convey outcomes and objectives timely via written documentation
Full Job Description
## Description At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts 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, 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 Canada’s 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; 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 — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. **Travel to Office expectations** For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For
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