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(Canada) Customer Success Manager, Physician Groups

2 weeks ago
United States, Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 61

Description

  • Build, grow, and expand client relationships across all levels, including C-suite stakeholders and functional leaders.
  • Develop joint customer success plans with defined scope, metrics, adoption goals, timelines, and communication cadences.
  • Facilitate Executive Business Reviews with customer decision makers and PointClickCare executive sponsors.
  • Serve as a trusted advisor to customer executive leadership and internal account teams on strategy and value realization.
  • Collaborate cross-functionally to improve customer expansion, adoption, retention, and overall health.
  • Partner with Account Executives to identify and uncover expansion opportunities.
  • Provide early warning signals and turnaround strategies to mitigate churn and support at-risk accounts.
  • Act as an escalation point to manage customer expectations and develop save plans when needed.
  • Advocate for accounts internally and build positive working relationships across departments.
  • Lead strategic Customer Success initiatives and mentor onboard new team members.

Requirements

  • Experience in a customer-facing role within a SaaS or tech company.
  • Experience in healthcare sales, account management, or customer success, preferably in senior living or housing, managing a book of business focused on top-tier customers.
  • Proven track record of sustaining and growing complex relationships.
  • Strong communication and presentation skills with the ability to work independently in a remote environment.
  • Proven proficiency in data analysis, including interpreting and translating results.
  • Bachelor’s degree in a relevant field or equivalent practical experience.
  • Experience using a CRM tool such as Salesforce and/or Gainsight.
  • Self-starter with a positive attitude, strong leadership abilities, and a collaborative working style.
  • Complete CSM Certification within 12 months of hire.
  • Willingness to travel 30-50% and travel to office locations for required events in remote or hybrid arrangements.

Benefits

  • Base salary range of CAD $85,000 to $95,000 plus bonus and benefits.
  • Benefits starting from Day 1.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leaves.
  • Fertility and adoption support.
  • Continuous development support program.
  • Employee assistance program and employee recognition programs.

Interested in this position?

Apply directly on the company website

Apply Now

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