Remote Scaled CS Engagement Lead (9-Month Contract)

PointClickCare; United States; Hybrid; USD 88,000 - 110,000; Full time

Job summary

PointClickCare is seeking a Scaled Customer Engagement Manager to drive adoption, retention, and value realization across a large user base. You will design and execute data-informed, one-to-many digital journeys, events, and communications to extend the reach of the CSM team.

You will partner with Marketing, Product, and Support to align messaging, measure program KPIs, and continuously improve with AI-enabled content and automation.

Qualifications

• 3+ years in Customer Success or related SaaS role.
• Experience designing or executing one-to-many programs (email, webinars, in-app messaging).
• Strong written communication and ability to tailor messages to different audiences.
• Proficient with CRM/CS platforms and Excel-based data analysis.
• Ability to interpret product usage data to drive action.
• Excellent presentation and cross-functional collaboration.

Responsibilities

• Deliver scaled programs end to end: build and deliver digital programs using Gainsight Journey Orchestrator and Pendo Orchestrate; tailor content to segments.
• Use data to target and optimize: analyze usage, health, and engagement data; build dashboards to track KPIs.
• Engage customers one-to-many: plan/present digital events; create articles, guides, videos.
• Collaborate cross-functionally and advocate for customers: coordinate with CSMs, Marketing, Product, Support, Sales.
• Continuous improvement: experiment with new approaches (AI-assisted content) and share results.

Skills

Customer Success

Program design

Data analysis

Written communication

Project management

Tools

Salesforce

Gainsight

Pendo

Excel

Job description

PointClickCare is seeking a Scaled Customer Engagement Manager to drive adoption, retention, and value realization across a large user base. You will design and execute data-informed, one-to-many digital journeys, events, and communications to extend the reach of the CSM team.

You will partner with Marketing, Product, and Support to align messaging, measure program KPIs, and continuously improve with AI-enabled content and automation.