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Scaled Customer Engagement Manager (9-month contract)

7 hours, 49 minutes ago
Canada
Contract
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Email Marketing HTML 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
1001-5000
Founded 2000
$232M raised
View All Jobs 15

Description

  • Build and deliver digital customer programs, including monthly digests, onboarding and adoption journeys, renewal campaigns, risk-mitigation campaigns, and digital customer success reviews.
  • Tailor journey content and communications to customer segments, maturity levels, and use cases using Gainsight Journey Orchestrator and Pendo Orchestrate.
  • Analyze usage, health, and engagement data to identify trends, risks, and opportunities for targeted outreach.
  • Use segmentation, automation, A/B testing, and custom KPI dashboards to optimize program performance.
  • Plan and present digital customer events, including user groups, webinars, office hours, and training sessions.
  • Create and maintain customer-facing digital content, such as articles, guides, and videos, explaining workflows and solution value.
  • Partner with CSMs, Marketing, Product, Support, and Sales to align program messaging, timing, and execution.
  • Share customer feedback with Product and Marketing and document program objectives, results, and next steps.
  • Test AI-assisted content and personalization approaches and recommend workflow or tool improvements.

Requirements

  • 3+ years of experience in Customer Success, Account Management, Customer Marketing, Customer Education, or another customer-facing SaaS role.
  • Experience designing or executing one-to-many engagement programs, such as email campaigns, webinars, in-app messaging, or communities.
  • Strong written communication skills with the ability to tailor messages for different audiences and roles.
  • Working proficiency with CRM or customer success platforms, such as Salesforce, Gainsight, or similar tools.
  • Excel-based data analysis skills and the ability to interpret product usage and engagement data to drive action.
  • Strong organization and project-management skills across multiple concurrent programs and deadlines.
  • Excellent presentation skills.
  • Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools (preferred).
  • Experience in healthcare technology, post-acute, senior living, or acute/payer markets (preferred).
  • Experience using AI tools for personalized communications and scaled engagement; basic HTML, email-builder, or design skills (preferred).

Benefits

  • Remote or hybrid work arrangement with periodic in-person collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

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