Sr. Customer Success Manager

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. The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. This position can work remotely and will travel to various client locations as required. 

• You 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 populations. 

• Experience in a customer-facing role within a Saas/tech company 

• Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in managing a book of business, primarily focused on Enterprise customers. 

• Proven track record of sustaining and growing relationships 

• 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. 

• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments. 

• Strong written and oral communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success. 

• Proven proficiency in data analysis including interpreting and translating results. 

• Bachelor’s degree in a relevant field or equivalent practical experience and experience using a CRM tool (Salesforce and/or Gainsight)