(US) Sr. Customer Success Manager

About the role

The Senior Customer Success Manager reports to the Sr. Director, Customer Success and is responsible for managing and providing world-class partnerships to clients, ensuring they optimize the use and value of PointClickCare’s solutions. This position can work remotely and will travel to various client locations as required.

Responsibilities

• Own and deliver a joint customer success plan to 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’s customer success methodology to provide a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
• Provide early warning and turnaround strategies focused on customer health and churn mitigation.
• Act as a point of escalation, manage customer expectations, and develop save plans for at-risk accounts.

Requirements

• Passion for the future of work and commitment to working with teammates to 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, or Customer Success Management role with emphasis on managing a book of business, primarily focused on Enterprise customers.
• Proven track record of sustaining and growing relationships.

Preferred Qualifications

• Exceptional relationship-building skills and ability to take initiative in fast-paced environments.
• Strong written and oral communication and presentation skills, plus the ability to work independently in a 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.
• Experience using a CRM tool (Salesforce and/or Gainsight).

Pay

US base salary range: $118,000 - $132,000 (Exempt) plus bonus and benefits. Ranges are determined by job and level, with individual compensation based on skills, relevant experience, and work location.