AI-Powered Scaled Customer Engagement Manager

Remote Genie; United States; Hybrid; USD 135,000 - 168,000; Full time

Job summary

PointClickCare’s Scaled Customer Engagement (SCE) team drives adoption, retention, and value realization for a large customer base through scalable, data-informed digital journeys and events. You will customize strategies for segments, collaborate across CSM, Marketing, Product, and Support, and help extend proactive engagement across the customer base.

Remote or hybrid work with periodic in-person collaboration is available.

Qualifications

• 3+ years in Customer Success or related SaaS role.
• Experience designing or executing one-to-many programs (email campaigns, webinars, in-app messaging, or community).
• Strong written communication; able to tailor messages to different audiences and roles.
• Working proficiency with CRM / CS platforms (Salesforce, Gainsight, or similar) and Excel-based data analysis.
• Ability to interpret product usage and engagement data to drive action.
• Strong organization and project management across multiple concurrent programs and deadlines.
• Excellent presentation skills.

Responsibilities

• Deliver scaled programs end to end: Owns the build and delivery of digital programs using Gainsight Journey Orchestrator and Pendo Orchestrate; adapts content to segments and use cases.
• Use data to target and optimize: analyzes usage, health, and engagement data; builds dashboards to track KPIs.
• Engage customers one-to-many: plan and present digital events; create and maintain digital content.
• Collaborate cross-functionally and advocate for customers: align messaging with CSMs, Marketing, Product, Support, and Sales; document objectives and outcomes.
• Continuous improvement: experiment with AI-assisted content and personalization; share results and adopt better practices.

Skills

Customer Success

Program design

Data analysis

Cross-functional coordination

Communication

Gainsight

Pendo

Tools

Salesforce

Gainsight

Excel

Job description

PointClickCare’s Scaled Customer Engagement (SCE) team drives adoption, retention, and value realization for a large customer base through scalable, data-informed digital journeys and events. You will customize strategies for segments, collaborate across CSM, Marketing, Product, and Support, and help extend proactive engagement across the customer base.

Remote or hybrid work with periodic in-person collaboration is available.