Scaled Customer Engagement Manager

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

Scaled Customer Engagement (SCE) is a small, high-impact team within Digital Customer Success that delivers one-to-many engagements for PointClickCare customers across all our market segments in Senior Care and Acute & Payer. The team works both remotely and in a hybrid model, partnering closely with CSMs, Marketing, Product, and Support. SCE owns programs such as the Customer Success Monthly Digests, Digital Customer Success Reviews, and Gainsight Journey Orchestrator and Pendo Orchestrate programs (for adoption, retention, and CSM-led events), giving every customer - not only the largest - a consistent, data-informed path to value. Working on our team provides a unique opportunity to help build a scaled CS motion, including automation and AI, at one of healthcare's leading platforms.

The Scaled Customer Engagement Manager drives adoption, retention, and value realization for a large customer base through scalable, data-informed, one-to-many programs. Applying solid knowledge of PCC solutions and the industry, the SCE Manager customizes established strategies into digital journeys, communications, and events, and partners cross-functionally to execute them. The role exists so that every PointClickCare customer receives proactive, consistent engagement—extending the reach of the CSM team and contributing to NRR and controllable-churn goals.

Key Responsibilities

• Deliver scaled programs end to end: Owns the build and delivery of assigned digital programs (e.g., segment-specific Customer Success Monthly Digests, onboarding/adoption journeys, renewal, risk-mitigation campaigns, and Digital Customer Success Reviews) using Gainsight Journey Orchestrator and Pendo Orchestrate; adapts content to customer segment, maturity, and use case.
• Use data to target and optimize: Analyzes usage, health, and engagement data to identify trends or red flags; uses segmentation and automation to trigger the right engagement at the right time; A/B tests and adjusts content; builds custom dashboards to track program KPIs.
• Engage customers one-to-many: Helps plan and present digital customer events (user groups, webinars, office hours, and training sessions); creates and maintains digital content (articles, guides, videos) that explains core workflows and solution value in customer terms.
• Collaborate cross-functionally and advocate for customers: Coordinates with CSMs, Marketing, Product, Support, and Sales to align messaging and timing; shares customer feedback and themes back to Product and Marketing; documents program objectives, outcomes, and next steps.
• Continuous improvement: Experiments with new approaches on a small scale (including AI-assisted content and personalization), shares results with the team, and recommends better practices or tools that streamline workflows.

Minimum

• 3+ years in Customer Success, Account Management, Customer Marketing, Customer Education, 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

Preferred

• Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools
• Experience in healthcare technology, post-acute, senior living, or acute/payer markets
• Experience using AI tools to personalize communications and scale engagement
• Basic HTML/email-builder or design skills