Senior Customer Success Manager

PointClickCare; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

PointClickCare is seeking an experienced Senior Customer Success Manager to lead strategic partnerships with enterprise healthcare clients. You will own comprehensive success plans, acting as a trusted advisor to C-level executives and internal teams to maximize value from PointClickCare solutions.

You will use the company’s CS methodology, anticipate challenges, and provide data-driven recommendations. A track record in enterprise SaaS, strong communication, and remote collaboration are

Qualifications

• Bachelor's degree or equivalent practical experience in a relevant field.
• Experience leading customer success programs for enterprise accounts is preferred.
• Strong written and verbal communication and presentation skills.

Responsibilities

• Manage and provide world-class partnerships to clients and ensure optimization of PointClickCare solutions.
• Own and deliver joint customer success plans to grow and expand client relationships at all levels.
• Act as a Trusted Advisor and Business Partner to customer executives and internal teams.
• Leverage established customer success methodology to anticipate challenges and provide prescriptive solutions.
• Provide early warning and turnaround strategies to protect customer health and mitigate churn, including save plans for at-risk accounts.

Skills

C-level engagement

Enterprise relationships

SaaS/tech experience

Healthcare knowledge

Account management

Customer success management

Data analysis

CRM (Salesforce)

Communication skills

Remote collaboration

Education

Bachelor's degree or equivalent

Tools

Salesforce

Gainsight

Job description

• Reporting to the Director, Customer Success, the Senior Customer Success Manager 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
• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a "path to value" to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts

The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-levelProven track record of sustaining and growing relationshipsYou are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populationsExperience in a customer-facing role within a Saas/tech companyExperience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in managing a book of business, primarily focused on Enterprise customersExceptional relationship builder that is accustomed to taking initiative in fast-paced environmentsStrong written and oral communication and presentation skills, plus the ability to work independently in remote environment to deliver customer successProven proficiency in data analysis including interpreting and translating resultsBachelor's degree in a relevant field or equivalent practical experience and experience using a CRM tool (Salesforce and/or Gainsight)