Senior Customer Success Manager
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Job Description
Senior Customer Success Manager advising enterprise healthcare organizations using PointClickCare’s platform. Driving adoption, retention, value-based care outcomes, and executive partnerships.
Responsibilities:
- Serve as the primary strategic advisor for a portfolio of enterprise healthcare customers
- Build and maintain relationships with C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers
- Develop and execute strategic account plans driving customer outcomes, adoption, retention, growth, and long-term partnership success
- Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs
- Lead executive business reviews focused on outcomes, ROI realization, strategic priorities, adoption performance, and success metrics
- Identify operational improvement opportunities through analysis of customer performance, utilization trends, workflow adoption, and market best practices
- Partner with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges
- Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance
- Create executive narratives demonstrating measurable value, financial impact, clinical outcomes, and strategic alignment
- Identify risk indicators and develop mitigation strategies to protect customer outcomes and retention
- Bring healthcare market insights and customer feedback into product and organizational planning
Requirements:
- 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles
- Experience working directly with healthcare provider organizations, health systems, health plans, physician groups, ACOs, payer-provider partnerships, or value-based care organizations
- Demonstrated ability to build credibility and influence executive and senior leadership stakeholders
- Strong knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems
- Exceptional communication, presentation, relationship-building, and stakeholder management skills
- Strong project management, organizational, and strategic planning capabilities
- Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization
- Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments
- Experience using CRM platforms and customer success technologies
- Preferred: Direct experience supporting ACOs, RBEs, CINs, Managed Care Organizations, or other value-based care models
- Preferred: Deep understanding of population health management, quality improvement programs, healthcare performance measures, and value-based reimbursement frameworks
- Preferred: Experience with SNFs, post-acute providers, care transitions, discharge planning, or care coordination initiatives
- Preferred: Familiarity with PointClickCare, PAC technology, EHR platforms, interoperability solutions, or healthcare SaaS applications
- Preferred: Clinical operations, healthcare applications, consulting, or implementation experience
- Preferred: Experience leading executive-level business reviews and strategic planning sessions
Benefits:
- Bonus
- Benefits
- Approximately 30% travel, including customer-facing engagements, industry events, and occasional travel to PointClickCare offices and leadership meetings
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