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Vice President, Customer Success - Acute and Payer

20 hours, 23 minutes ago
United States, Canada
Full-time
Lead
Customer Success
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 75

Description

  • Lead the retention and growth strategy for Acute and Payer customers, with accountability for NRR, GRR, expansion revenue, customer health, and portfolio performance.
  • Define and operationalize customer success frameworks, including health scores, executive business reviews, success planning, risk identification, and proactive retention motions.
  • Manage and grow a customer portfolio of approximately $112M in ARR through value realization and strategic relationship management.
  • Lead customer engagement transformation initiatives and scalable operating models that improve customer outcomes.
  • Align Customer Success with go-to-market strategy in partnership with Sales and Revenue leadership to support renewals, advocacy, and expansion.
  • Establish and lead cross-functional customer risk reviews to identify, escalate, and resolve customer-impacting issues.
  • Embed AI into team strategy, operating models, productivity initiatives, and decision-making practices.
  • Build, develop, and inspire a Customer Success organization of approximately 25 team members across Enterprise and Mid-Market segments.
  • Recruit, mentor, and retain top talent through performance expectations, coaching frameworks, and career development pathways.
  • Build trusted executive relationships across health systems, hospitals, payer organizations, and convenors, and represent PointClickCare at industry events and customer forums.

Requirements

  • Bachelor’s degree required; MBA or advanced degree in a healthcare-related field is an asset.
  • 10+ years of Customer Success, Account Management, or related leadership experience.
  • At least 5 years leading Customer Success teams in a complex B2B SaaS environment.
  • Preferred: 10+ years of U.S. healthcare payer, provider, and convenor experience.
  • Demonstrated success driving retention, expansion, NRR, and GRR across large, multi-stakeholder customer portfolios.
  • Proven experience building, scaling, and transforming Customer Success organizations through growth and change.
  • Strong executive presence and ability to influence C-suite stakeholders internally and externally.
  • Exceptional commercial acumen and experience partnering with Sales on renewals, growth strategies, and revenue outcomes.
  • Experience with customer success and CRM platforms such as Gainsight and Salesforce.
  • Deep understanding of acute care and/or payer healthcare market dynamics, regulatory considerations, reimbursement models, and operational challenges.
  • Ability to learn new technologies, adapt to changing priorities, and lead in a fast-paced environment.
  • Ability to reside within commuting distance for hybrid roles or travel to office events for remote roles as required.

Benefits

  • Competitive base salary plus bonus and benefits.
  • Benefits starting from day 1.
  • Retirement plan matching (RRSP & 401K).
  • Flexible paid time off.
  • Lifestyle/wellness spending account.
  • Parental and caregiver leaves.
  • Fertility and adoption support.
  • Continuous development support program, learning resources, and employee assistance program.

Interested in this position?

Apply directly on the company website

Apply Now

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