Customer Success Manager, Pointclickcare

Enterprise

Salary not provided

" The ideal Senior Customer Success Manager..." minimum manager role is usually mid but as they put that sentence in I set the experience as mid to senior to cover all ranges :)

Mid and Senior level

Remote from Canada

More information about location

Healthcare software for smarter care delivery

Job no longer available

Healthcare software for smarter care delivery

1001+ employees

HealthcareB2BSaaSAge-techWellbeing

Job no longer available

Salary not provided

" The ideal Senior Customer Success Manager..." minimum manager role is usually mid but as they put that sentence in I set the experience as mid to senior to cover all ranges :)

Mid and Senior level

Remote from Canada

More information about location

1001+ employees

HealthcareB2BSaaSAge-techWellbeing

Company mission

To help providers delivery exceptional care.

Job

Company

Role

Who you are

The ideal Senior Customer Success Manager will possess business consulting background and enterprise SaaSknowledge that enables them to drive an engagement at the C-level
An excellent communicator/speaker, able to quickly gain buy-in
Dedicated to meeting customer and company expectations

What the job involves

Reporting to the Director, Customer Success, the Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions
Onboards and provides mentorship to new team members to the Customer Success Organization
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 C-Suite)
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 while applying a prescriptive approach to relevant value-based customer conversations
Leverages PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy and align on customer initiatives, goals and outcomes
Develop and maintain annual joint customer success plans that include agreed upon scope, shared metrics, user engagement, adoption plans, and timelines
Eliminates barriers to customer advocacy and expansion
Facilitates Executive Business Reviews between customer 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
Works cross functionally with internal teams to maximize expansion, adoption, and retention of solutions. 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
Provides early warning and turnaround strategies that focus on customer health and churn mitigation
Acts as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts
Advocates on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships
Builds and maintains a portfolio of reference-able accounts
Consistently demonstrates empathy, tact and confidence when engaging in customer conversations
Leads strategic Customer Success initiatives
Exceeds all KPI targets, including NRR, while maintaining strong client relationships
Complete CSM Certification within 12-months of hire

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 1997, PointClickCare is now one of the biggest names in care tech and its software is used by over 30,000 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

Top investors

0% employee growth in 12 months

Glassdoor (4.5)

Company

Funding (last 2 of 3 rounds)

Feb 2024

$0.1m

GRANT

Feb 2018

$141.6m

LATE VC

Total funding: $226.2m

Company HQ

Fashion District, Toronto, ON

Leadership

Dave Wessinger

(Co-Founder, CEO, CTO & President.)

Dave co-founded PointClickCare in 1997.

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