Senior Customer Success Manager

PointClickCare; Ottawa; Remote; CAD 85,000 - 120,000; Full time

Job summary

PointClickCare, a leader in healthcare SaaS, seeks a Senior Customer Success Manager in Canada to manage enterprise client partnerships and drive value realization. You will engage with C-level stakeholders, align outcomes with executives, and lead cross-functional teams to ensure renewal and expansion across a growing enterprise book.

You will leverage a data-driven approach, maintain strong client relationships, and act as a trusted advisor to executives while working in a remote environment

Qualifications

• Business consulting background and enterprise mindset.
• Experience in a SaaS/tech customer-facing role.
• Healthcare sales/account management/customer success experience with a focus on enterprise customers.

Responsibilities

• Manage and provide world-class partnerships to clients.
• Ensure clients optimize value of PointClickCare’s solutions.
• Own and deliver joint customer success plans to expand relationships.
• Act as a Trusted Advisor and provide strategic guidance to Executive leadership.
• Provide early warning and turnaround strategies to mitigate churn.

Skills

Enterprise knowledge

Customer relationship management

Executive engagement

Data analysis

Strong communication

Education

Bachelor’s degree in a relevant field

Tools

Salesforce

Gainsight

Job description

• Reporting to the Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions

The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-levelExperience in a customer-facing role within a Saas/tech companyExperience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in managing a book of business, primarily focused on Enterprise customersYou are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populationsProven track record of sustaining and growing relationshipsOwns and delivers joint customer success plan, to help build, build, grow, and expand client relationships at all levels while driving business alignment on desired outcomesAct as a Trusted Advisor and Business Partner, providing strategic guidance and a "path to value" to customer Executive Leadership and internal account teams, demonstrating cross functional collaborationLeverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutionsProvide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accountsExceptional relationship builder that is accustomed to taking initiative in fast-paced environmentsStrong written and oral communication and presentation skills, plus the ability to work independently in remote environment to deliver customer successProven proficiency in data analysis including interpreting and translating resultsBachelor’s degree in a relevant field or equivalent practical experience and experience using a CRM tool (Salesforce and/or Gainsight)