Scaled Customer Engagement Lead

PointClickCare; United States; Hybrid; USD 90,000 - 150,000; Full time

Job summary

PointClickCare is seeking a Scaled Customer Engagement Manager to drive adoption, retention, and value for a large customer base through scalable, data-informed one-to-many programs. You will customize strategies into digital journeys, communications, and events, partnering across teams to execute them and extend the reach of the CSM team.

You will leverage Gainsight Journey Orchestrator and Pendo Orchestrate, analyze usage data, and design content that resonates with healthcare customers.

Qualifications

• 3+ years in Customer Success, Account Management, Customer Marketing, or a related customer-facing 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: build and deliver digital programs (Customer Success Monthly Digests, onboarding journeys, renewal, risk-mitigation campaigns, Digital Customer Success Reviews) using Gainsight Journey Orchestrator and Pendo Orchestrate; adapt content per segment and use case
• Use data to target and optimize: analyze usage, health, and engagement data to identify trends; use segmentation and automation to trigger engagement; run A/B tests and build dashboards for KPIs
• Engage customers one-to-many: plan and present digital customer events; create content (articles, guides, videos) explaining workflows and value
• Collaborate cross-functionally and advocate for customers: coordinate with CSMs, Marketing, Product, Support, Sales; share feedback with Product/Marketing; document objectives and outcomes
• Continuous improvement: experiment with new approaches (AI-assisted content/personalization) and share results; recommend better tools and practices

Skills

Customer Success

Account Management

Customer Marketing

Customer Education

SaaS

CRM

Gainsight

Data analysis

Excel

Communication

Presentation

Tools

Salesforce

Gainsight Journey Orchestrator

Pendo Orchestrate

Excel

Job description

PointClickCare is seeking a Scaled Customer Engagement Manager to drive adoption, retention, and value for a large customer base through scalable, data-informed one-to-many programs. You will customize strategies into digital journeys, communications, and events, partnering across teams to execute them and extend the reach of the CSM team.

You will leverage Gainsight Journey Orchestrator and Pendo Orchestrate, analyze usage data, and design content that resonates with healthcare customers.