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(US) Customer Success Manager - Great Lakes

6 hours, 23 minutes ago
United States
Full-time
Mid Level
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 45

Description

  • Build, grow, and expand client relationships across multiple levels and functional areas, including administration, IT, clinical, financial, and C-suite contacts.
  • Develop and execute strategic account plans and success plans to help clients achieve their organizational goals and desired outcomes.
  • Conduct business reviews with key stakeholders to increase adoption and expand the value of PointClickCare solutions.
  • Align client objectives with PointClickCare solutions and provide consultative, value-based guidance to solve problems.
  • Partner cross-functionally with internal teams to advocate for customer needs and improve adoption, retention, and expansion.
  • Work closely with Account Executives to identify and uncover sales expansion opportunities.
  • Monitor customer health, provide early warning and turnaround strategies, and develop save plans for at-risk accounts.
  • Serve as a point of escalation to manage customer expectations and resolve issues when needed.
  • Communicate outcomes and objectives clearly through written documentation and stakeholder communication.
  • Meet or exceed KPIs while maintaining strong customer relationships.
  • Complete CSM Certification within 12 months of hire.

Requirements

  • Experience in a Customer Success role managing a book of business in the healthcare SaaS space.
  • Strong customer orientation focused on delivering customer outcomes.
  • Proven ability to build and sustain relationships and deliver results in fast-paced environments.
  • Excellent communication and presentation skills.
  • Good analytical and problem-solving skills.
  • Strong leadership ability and a collaborative working style.
  • Experience using a CRM tool such as Salesforce and/or Gainsight.
  • Passion for working with teammates and customers in acute and long-term post-acute care markets.
  • EHR experience is preferred.
  • Long-term post-acute care domain knowledge is an asset.
  • Experience presenting to and building relationships with executives is preferred.

Benefits

  • US base salary range of $95,000-$106,000 per year, 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.
  • Employee recognition programs.
  • Remote role with travel for onboarding, team events, and semi-annual/annual meetings.

Interested in this position?

Apply directly on the company website

Apply Now

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