(Canada) Sr. Customer Success Manager, Senior Living

PointClickCare; United States; Remote; CAD 118,000 - 132,000; Full time

Job summary

Join a forward-thinking company that is transforming healthcare through innovative technology solutions. As a Senior Customer Success Manager, you will play a crucial role in fostering client relationships and ensuring optimal use of our solutions. This position offers the opportunity to work remotely while traveling to client locations as needed. With a strong emphasis on collaboration and a vibrant culture, you'll be part of a team dedicated to making a meaningful impact on healthcare for vulnerable populations. If you're passionate about driving success and building relationships, this role is perfect for you.

Benefits

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support

Employee Assistance Program

Inclusion and Allyship Communities

Employee Recognition

Qualifications

• Experience in customer-facing roles within SaaS/tech companies.
• Strong relationship-building skills and initiative-taking in fast-paced environments.

Responsibilities

• Manage and provide world-class partnerships to clients.
• Build and grow client relationships at all levels.
• Develop joint customer success plans and strategies.

Skills

Customer Relationship Management

Data Analysis

Communication Skills

Presentation Skills

Relationship Building

Education

Bachelor’s Degree

Tools

Salesforce

Gainsight

Job description

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real-time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Position Overview

Reporting to the Director, Customer Success, the Customer Success Manager – Senior Living 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 a business consulting background and enterprise knowledge that enables them to drive engagement at the C-level. This position can work remotely and will travel to various client locations as required.

Travel Requirement: 50%

Key Responsibilities

1. Builds, grows, and expands client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc., including C-Suite).
2. Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross-functional initiatives and discussions.
3. Applies an advanced understanding of product, industry, and company to relevant value-based customer conversations.
4. Leverages PointClickCare Customer Success methodology and communication skills to develop strategies that align with customer initiatives, goals, and outcomes.
5. Develops joint customer success plans with scope, shared metrics, user engagement, adoption timelines, and communication strategies.
6. Eliminates barriers to customer advocacy and expansion.
7. Facilitates Executive Business Reviews with decision-makers and PointClickCare sponsors to drive business alignment.
8. Acts as a Trusted Advisor, providing strategic guidance to Customer Executive Leadership and internal teams.
9. Works cross-functionally to maximize expansion, adoption, and retention, balancing revenue growth and retention outcomes.
10. Collaborates with Account Executives to identify and pursue sales expansion opportunities.
11. Provides early warning and turnaround strategies to mitigate churn and improve customer health.
12. Acts as a point of escalation to manage expectations and develop Save plans for at-risk accounts.
13. Builds internal relationships to advocate for accounts and develop reference accounts.
14. Demonstrates empathy, tact, and confidence in customer dealings, including difficult conversations.
15. Leads strategic Customer Success initiatives and mentors new team members.
16. Communicates outcomes and objectives clearly and timely.
17. Exceeds KPI targets, including NRR, while maintaining strong relationships.
18. Completes CSM Certification within 12 months of hire.

Required Experience

1. Passionate about the future of work and committed to impacting healthcare markets for vulnerable populations.
2. Experience in a customer-facing role within SaaS/tech companies.
3. Experience in Healthcare Sales/Account Management/Customer Success, especially in senior living/housing sectors managing top-tier customers.
4. Proven ability to sustain and grow complex relationships.
5. Strong relationship-building skills and initiative-taking in fast-paced environments.
6. Excellent communication and presentation skills, capable of working independently remotely.
7. Proficiency in data analysis and translating results.
8. Bachelor’s degree or equivalent practical experience.
9. Self-starter with a positive attitude, leadership, and collaboration skills.
10. Experience with CRM tools such as Salesforce or Gainsight.

Salary Range: $118,000 - $132,000 CAD annually, plus bonus and benefits. Compensation is based on skills, experience, and location. Details about the total rewards package will be shared during the hiring process.

Benefits & Perks

• Benefits starting from Day 1
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support
• Employee Assistance Program
• Inclusion and Allyship Communities
• Employee Recognition, and more

PointClickCare is an equal opportunity employer. We welcome applications from all qualified candidates and provide accommodations upon request during the recruitment process. For questions or accommodations, contact [e-mail].