Customer Success Manager – Great Lakes

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate, develop, and enhance client relationships at all levels while identifying and maintaining key contacts across diverse functional areas of the organization (administration, IT, clinical, financial, etc., including C-Suite) to ensure overall customer success and satisfaction.

• Engage with all market segments and lines of business, providing recommendations that influence the organization as a whole.

• Utilize product and industry expertise to effectively convey the company vision and assist customers in achieving their goals.

• Stay informed about PointClickCare’s products and services, as well as industry trends, to foster customer engagement.

• Create and implement strategic account plans (Success Plans), ascertain organizational objectives, and guide clients towards successful and valuable outcomes.

• Conduct business reviews (Success Reviews) with key stakeholders to promote further adoption and enhance the value of PointClickCare solutions.

• Collaborate with clients to understand their goals and align them with PCC solutions.

• Consult with clients to address challenges through value-driven discussions.

• Work collaboratively with internal teams to champion customer needs and maximize the expansion, adoption, and retention of subscriptions, ensuring customer success and prioritization of their requests.

• Partner closely with the Account Executive to identify and reveal potential sales expansion opportunities for customer success.

• Proactively offer early warnings and turnaround strategies that concentrate on customer health and reduce churn.

• Serve as a point of escalation when necessary to help manage customer expectations and devise Save plans for at-risk accounts.

• Exhibit empathy in all interactions with customers.

• Communicate effectively to swiftly gain buy-in from both internal and external stakeholders.

• Remain adaptable when facing challenging situations and embrace tough conversations.

• Timely convey outcomes and objectives through written documentation.

• Achieve and surpass KPIs while nurturing strong client relationships.

• Successfully complete CSM Certification within 12 months of hiring.

⛳️ Requirements

• A strong passion for collaborating with teammates and customers to create meaningful impacts in acute and long-term post-acute care markets that serve vulnerable populations.

• Experience in a Customer Success role managing a portfolio of business, ideally within the healthcare SaaS sector.

• A strong customer-focused orientation aimed at delivering positive outcomes for clients.

• An exceptional relationship builder who is proactive in fast-paced environments.

• A proven history of maintaining and growing relationships while delivering results.

• Excellent communication and presentation abilities.

• Strong analytical and problem-solving capabilities.

• Demonstrated leadership skills and a collaborative working style.

• Familiarity with CRM tools (Salesforce and/or Gainsight).

🏝️ Benefits

• 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!