Senior Customer Success Manager (US)

Overview

Reporting directly to the Senior Director of Customer Success, the Senior Customer Success Manager is responsible for cultivating and sustaining exceptional partnerships with clients, ensuring they derive maximum value and optimized usage from PointClickCare’s solutions. This role requires a combination of business consulting expertise and knowledge of enterprise operations to engage effectively at the executive (C-level) tier. While predominantly remote, the position entails travel to various client sites as necessary.

Key Responsibilities

• Develop and implement comprehensive joint customer success plans to nurture, grow, and broaden client relationships across all organizational levels, aligning business objectives with targeted outcomes.
• Serve as a trusted advisor and strategic partner by offering consultative guidance and clear value pathways to customer executive leadership and internal account teams, fostering cross-functional collaboration.
• Utilize PointClickCare’s customer success methodologies to deliver a proactive and tailored relationship management experience that anticipates and addresses client challenges with appropriate solutions.
• Provide early identification of potential issues and formulate turnaround strategies aimed at preserving customer health and minimizing churn; escalate matters when needed and create remediation plans for at-risk accounts.

Minimum Qualifications

• A strong passion for shaping the future of work and dedication to positively impacting acute and long-term post-acute care markets that serve vulnerable populations.
• Proven experience in a client-facing capacity within a SaaS or technology-based company.
• Background in Healthcare Sales, Account Management, or Customer Success roles, especially in handling portfolios of Enterprise-level clients.
• Demonstrated success in maintaining and expanding client relationships.

Preferred Qualifications

• Exceptional relationship-building skills combined with a proactive approach suitable for dynamic, fast-paced environments.
• Excellent verbal and written communication abilities along with effective presentation skills, capable of independently driving customer success in a remote work setting.
• Proficient in data analysis, including the ability to interpret and translate complex data insights.
• Bachelor’s degree or equivalent relevant experience, including familiarity with CRM systems such as Salesforce and/or Gainsight.

Compensation and Additional Information

The base salary for this role in the United States ranges from $118,000 to $132,000 annually (exempt), complemented by bonuses and benefits. Salary levels depend on job specifics, experience, skills, and work location. Recruiters will provide further details about the total compensation package during the selection process.

Note on Hiring Process: Artificial Intelligence tools may be used to assist in application review and evaluation, although final hiring decisions are made by human recruiters. Candidates may inquire for more data privacy information.