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(US) Customer Success Manager, Physician Groups

2 weeks ago
United States
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 multiple organizational levels, including C-suite stakeholders.
  • Develop and maintain critical contacts across administrative, IT, clinical, financial, and executive functions.
  • Use the company’s Customer Success methodology to align customer initiatives, goals, outcomes, and value-based conversations.
  • Create joint customer success plans covering scope, metrics, adoption, timelines, communication, and engagement.
  • Lead Executive Business Reviews and partner with executive sponsors to drive business alignment and desired outcomes.
  • Work cross-functionally with internal teams to improve expansion, adoption, retention, and customer health.
  • Partner with Account Executives to identify and pursue expansion opportunities.
  • Provide early warning, turnaround strategies, and save plans for at-risk accounts to reduce churn.
  • Act as an escalation point for customer concerns and advocate for accounts internally.
  • Mentor new Customer Success team members and lead strategic Customer Success initiatives.

Requirements

  • Customer-facing experience in a SaaS or technology company.
  • Experience in healthcare sales, account management, or customer success, preferably in senior living or housing and managing a book of business.
  • Proven track record of sustaining and growing complex customer relationships.
  • Strong communication and presentation skills with the ability to gain buy-in quickly.
  • Ability to work independently in a remote environment.
  • 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.
  • Experience working with multiple levels of a customer organization.
  • Completion of CSM Certification within 12 months of hire.
  • Preferred: business consulting background and enterprise-level knowledge.
  • Preferred: strong leadership, self-starter mindset, collaborative working style, and comfort handling difficult conversations.

Benefits

  • US base salary range of $95,000 to $106,000 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.
  • Allyship and inclusion communities.

Interested in this position?

Apply directly on the company website

Apply Now

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