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Vice President, Customer Success - Acute and Payer

20 hours, 39 minutes ago
United States, Canada
Full-time
Executive
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 and execute a retention and growth strategy for Acute and Payer customers across a portfolio of approximately $112M in ARR.
  • Define and operationalize customer success frameworks, including health scores, executive business reviews, success plans, risk identification, and proactive retention motions.
  • Build and lead a high-performing Customer Success organization of about 25 team members across enterprise and mid-market segments.
  • Recruit, mentor, and retain top talent while establishing performance expectations, coaching, and career development pathways.
  • Design and evolve organizational structures, account coverage models, and customer engagement approaches to support scale and complexity.
  • Build trusted executive relationships with customers across health systems, hospitals, payer organizations, and convenors.
  • Partner with Sales, Product, Professional Services, Implementation, Support, Finance, and Legal to improve customer outcomes and company value.
  • Drive customer success alignment with go-to-market strategy to support renewals, advocacy, and expansion opportunities.
  • Lead cross-functional customer risk reviews and ensure issues are escalated and resolved efficiently.
  • Represent PointClickCare at industry events, customer forums, and executive engagements.

Requirements

  • Bachelor’s degree required; MBA or an 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 portfolios.
  • Proven experience building, scaling, and transforming Customer Success organizations.
  • Strong executive presence with the ability to influence C-suite stakeholders internally and externally.
  • 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 the acute care and/or payer healthcare landscape, including market dynamics, regulatory considerations, reimbursement models, and operational challenges.

Benefits

  • Competitive base salary plus bonus and benefits.
  • Benefits starting from Day 1.
  • Retirement plan matching (RRSP and 401K).
  • Flexible Paid Time Off.
  • Lifestyle/Wellness Spending Account.
  • Parental and caregiver leaves.
  • Fertility and adoption support.
  • Continuous development support program, learning programs, and resources.
  • Employee Assistance Program.
  • Employee recognition program and other perks.

Interested in this position?

Apply directly on the company website

Apply Now

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