Director of Customer Success, Pointclickcare
Acute & Payer
$162-180k
Offers bonus and equity
More information about location
Technology for long-term care providers
Posted today
Technology for long-term care providers
1001+ employees
Posted today
$162-180k
Offers bonus and equity
More information about location
1001+ employees
Company mission
To advance healthcare technology and make a meaningful impact on the lives of millions.
Role
Who you are
- Track record of successfully leading enterprise / SaaS customer success teams
- Understanding of the healthcare industry - specifically acute and provider areas
- Health Tech background and experience strongly preferred
- Experience in roles with accountability over metrics and/or P&L
- Experience in accountability for net revenue retention and customer value and health
- Understands how to translate product to solution to value helping to support NPS and KLAS scores
- A strong collaborator who will be able to work with sales, professional services and other leaders to ensure success across the business value stream
- Strong judgment on when and how to escalate
- A strategic thinker who can partner with stakeholders on how to approach and drive success in the state
- A quick study on all things in the market who can grasp the complicated dynamics of our customers
- Strong people manager that can motivate the team
- Solution oriented that will not just surface problems, but propose solutions and work collaboratively to execute on them
What the job involves
- Reporting to the VP, Customer Success, the Director of Customer Success will be responsible for our Acute & Payer (A&P) client success, value realization and growth across US and Canada
- This position will lead, coach and manage a team of Customer Success Managers and serve as a first point of escalation as needed
- This team is responsible for supporting our Acute (Provider) enterprise and strategic customers
- This position will be remote and will manage a team that is also remote
- Drive customer value and growth: Accountable to customers value realization and ROI of PointClickCare's solutions. Drive net revenue retention (NRR) and customer value and health for a specific customer portfolio. Understand customers strategic and organizational goals, and develop measurable action plans to help customers achieve set goals, remove barriers, etc
- Be customers strategic partner and advisor: Helping to build and foster strategic client relationships within market. Gathering valuable feedback from clients and market insights for product, marketing, sales and internal stakeholders. Understanding industry trends and landscape of the territory. Cultivating reference sites within the market as well as active participants on the Customer Advisory Board
- Manage and reduce customer churn: Support adoption, increased utilization and growth within the market segment. Understanding, measuring, managing and owning churn risk. Provide early warning with strategic and tactical plans to mitigate churn. Driving customer satisfaction and increasing NPS. Managing the success of the team KPIs through use of data/tools. Preparing weekly and monthly reporting requirements to align performance and identify best practices and performance improvement opportunities
- Close alignment & partnership with internal stakeholders: Advance internal cross functional relationships to collaborate on achieving organizational goals. Support and align with sales to support growth and market expansion initiatives. Serve as the primary point of contact for internal strategic plans and execute where needed
- Team Development & Mentorship: Recruit, coach and develop customer success managers fostering a world class team
Our take
The demand for long-term support for the elderly is growing, putting pressure on the already overstretched age care industry. PointClickCare aims to solve this problem by providing care providers with a suite of cutting-edge software tools.
PointClickCare's software gives caregivers access to immediate, point-of-care data insights into their patients. This is proven to improve patient outcomes, ease care transitions and improve efficiency. Having been founded in 2000, PointClickCare is now one of the biggest names in care tech and its software is used by over 26,000 care facilities.
PointClickCare has made a series of partnerships - such as with pharmaceutical corporation Pfizer, and ChartPath, a leading EHR solution for care practices - alongside acquiring the connected care platform Audacious Inquiry. These partnerships and acquisitions aim to improve its adaptability in the market. The company has demonstrated strong ambition and performance, showcased by its being named the top long-term care software provider by KLAS four times in a row.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2024
$0.1m
GRANT
Feb 2018
$141.6m
LATE VC
Total funding: $226.2m
Company benefits
- Competitive Wages and Bonus Program
- Comprehensive Benefits
- Onsite Cafeteria
- Onsite Gym
- RRSP/401K program with employer matching
- Flexible Paid Time Off
- Work From Home Policy
- Maternity & Paternity Top Up
- Training and Development Programs
- Corporate Discounts Program
- Games Room and Employee Lounge
- Onsite Wellness Services (dental, massage, optometry, etc.)
Company HQ
Mississauga, ON
Leadership
Mike Wessinger
(Executive Chair)Board Member at C100. Was appointed by the Ministry of Health to the Ontario Health Data Council.
Dave Wessinger
(CEO)Previously served as PointClickCare's COO.
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