Canada Sr Customer Success Manager Senior Living
Canada Sr Customer Success Manager Senior Living
Posted on :
27-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 118000 - 132000
Vacancy
1 Vacancy
Posted on :
27-04-2025
Job Description
PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and realtime patient insights. For over 20 years the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception PointClickCare has grown exponentially with over 2200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canadas Most Admired Corporate Cultures PointClickCare leads the way in creating cloudbased healthcare software.
At PointClickCare we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here youll discover a space where your talents can thrive your career can grow and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
Join us and be part of a team that is making a real impact.
To learn more about us check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
Reporting to the Director Customer Success the Customer Success Manager Senior Living is responsible for managing and providing worldclass partnerships to their clients and ensuring they are optimizing the use and value of PointClickCares solutions. The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the Clevel. This position can work remotely and will travel to various client locations as required.
Travel Requirement 50
Key Responsibilities:
- Builds grows and expands client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration IT clinical financial etc. including CSuite)
- Demonstrates a fluid understanding of all market segments and lines of business by contributing to cross functional initiatives and discussions.
- Advanced understanding of product industry and company and apply a prescriptive approach to relevant valuebased customer conversations.
- Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives goals and outcomes.
- Develop joint customer success plans that include agreed upon scope shared metrics user engagement sophistication of usage adoption plans timelines and communication.
- Eliminates barriers to customer advocacy and expansion.
- Facilitates Executive Business Reviews with between economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes.
- Works as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams.
- Work cross functionally with internal teams to maximize expansion adoption and retention of tools. Exceptional balance of revenue growth and retention outcomes.
- Works closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to achieve organizational goals.
- Providing early warning and turnaround strategies that focus on customer health and mitigate churn
- Act as a point of escalation when required to help manage customer expectations and develop Save plans for atrisk accounts.
- Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships.
- Builds and maintains a portfolio of reference accounts
- Demonstrates empathy in all customer dealings.
- Consistently demonstrates tact and confidence when engaging in difficult conversations.
- Lead strategic Customer Success initiatives.
- Onboards and provides mentorship to new team members to the Customer Success Organization.
- Effective working with multiple levels of the customer organization.
- An excellent communicator/speaker able to quickly gain buyin.
- Flexible when facing tough calls and embraces difficult conversations.
- Dedicated to meeting customer and company expectations.
- Conveys outcomes and objectives timely via written documentation.
- Exceeds all KPI targets including NRR while maintaining strong client relationships.
- Complete CSM Certification within 12months of hire.
Required Experience:
- You are passionate about the future of work and committed to working with teammates to meaningfully impact acute and longterm postacute care markets that provide care for vulnerable populations.
- Experience in a customerfacing role within a Saas/tech company
- Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in senior living/housing managing a book of business primarily focused on toptier customers.
- Proven track record of sustaining and growing complex relationships.
- Exceptional relationship builder that is accustomed to taking initiative in fastpaced environments.
- Proficient 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.
- Bachelors degree in a relevant field or equivalent practical experience
- Be a selfstarter with a positive attitude strong leadership abilities and collaborative working style.
- Experience using a CRM tool (Salesforce and/or Gainsight)
$118000 $132000 a year
AtPointClickCare base salary is one of the many components that make up our total rewards Canada base salary rangefor this position is $118000 $132000 bonus benefits. Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadalocations. Within the range individual compensation is determined by jobrelated skills and knowledge relevant experienceincluding professional and lived experience and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.
AtPointClickCare base salary is one of the many components that make up our total rewards Canada base salary rangefor this position is $118000 $132000 bonus benefits. Our salary ranges are determined byjob and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all Canadalocations. Within the range individual compensation is determined by jobrelated skills and knowledge relevant experienceincluding professional and lived experience and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.
PointClickCare Benefits & Perks:
Benefits starting from Day 1!
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 and more!
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race religion national origin status age sex sexual orientation gender identity or expression marital or domestic/civil partnership status disability veteran status genetic information or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact should you require any accommodations.
When you apply for a position your information is processed and stored with Lever in accordance with Levers Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information and may use it in relation to future positions to which you apply or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information or if you would like to ask to access correct or delete your information please contact PointClickCares human resources team:
PointClickCare is committed to Information Security. By applying to this position if hired you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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