Customer Success Manager Great Lakes

PointClickCare is a health tech company focused on delivering exceptional care through innovative solutions, AI integration, and a strong company culture. They serve over 30,000 provider organizations and emphasize employee growth, research, and development.

Location: Remote (US)

Salary: $85,500–$95,000/yr + bonus + benefits

Responsibilities

• Build, grow, and expand client relationships at all levels across various functional areas.
• Make recommendations impacting the business holistically.
• Leverage product and industry knowledge to communicate the company vision and meet customer goals.
• Maintain understanding of PointClickCare’s products, industry trends, and drive customer engagement.
• Develop and execute strategic account plans and success plans.
• Conduct business reviews with key contacts to drive adoption and increase value.
• Understand client objectives and align with PCC solutions.
• Solve problems through value-based conversations.
• Work cross-functionally to advocate for customers and maximize expansion, adoption, and retention.
• Identify sales expansion opportunities with Account Executive.
• Provide early warning and turnaround strategies for customer health.
• Act as a point of escalation and develop Save plans for at-risk accounts.
• Demonstrate empathy and communicate effectively.
• Handle tough conversations and convey outcomes timely.
• Meet and exceed KPIs while maintaining strong relationships.
• Complete CSM Certification within 12 months.

Requirements

• Passionate about working with teammates and customers in healthcare markets.
• Experience in Customer Success managing a book of business in healthcare SaaS.
• Strong customer orientation and relationship-building skills.
• Proven track record of growing relationships and delivering results.
• Excellent communication and presentation skills.
• Good analytical and problem-solving skills.
• Strong leadership and collaborative style.
• Experience using CRM tools like Salesforce or Gainsight.

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition

Additional Information

• Remote role with travel to Mississauga and Salt Lake City offices for in-office events.
• Hybrid role requires residence within commutable distance to specified office.
• The position supports the Great Lakes US territory.
• Salary range in Canada: $85,500-$95,000 plus bonus and benefits.
• Equal opportunity employer with accommodations available.
• Uses AI tools in hiring process, final decisions made by humans.