Manage enterprise customer relationships, deliver joint success plans, act as trusted advisor to executive leadership, mitigate churn, drive adoption and expansion of PointClickCare solutions, and collaborate cross-functionally to deliver value.
Reporting to the Sr. 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.
Key Responsibilities
- 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.
Minimum Qualifications
- 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
Preferred Qualifications
- 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)
At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canadian base salary range for this position is $112,000 - $125,000 (Overtime Non Eligible)+ bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadian locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
Similar Jobs
Software
Manage post-implementation customer relationships to drive adoption, renewals, and expansion of Saviynt's IAM/IGA platform. Monitor customer health and product utilization, coordinate cross-functional teams and partners, deliver education on features, perform health checks and remediation, and act as the customer advocate to improve outcomes and product feedback.
Top Skills:
CloudHybridIamIgaOn-PremiseSaaSSaviynt
Artificial Intelligence • Productivity • Software • Automation
Lead Zapier's Enterprise engineering organization responsible for identity, access, audit, admin tooling, and AI/agent governance. Define strategy and technical roadmap, ensure reliability of Tier-1 services, partner with Product, Sales, and Customer Success, shape AI-native engineering practices, build and develop managers and ICs, and oversee cross-org initiatives and incident leadership.
Top Skills:
Ai Coding AgentsAudit TrailsChatgptClaudeClaude CodeCodexCursorGeminiIamIdentity And Access ManagementPolicy Controls
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Drive new SaaS license revenue by selling ServiceNow to large Canadian retail accounts. Build C‑suite relationships, develop account and territory plans, orchestrate cross‑functional teams, identify solutions and resources, negotiate deals, and meet sales targets while traveling up to 50%.
Top Skills:
AISaaSServicenow
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
