Senior Customer Success Manager

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

📋 Description

• Act as the main strategic consultant for a portfolio of enterprise healthcare clients.

• Establish and nurture relationships with C-suite executives, VPs, leaders in population health, value-based care executives, clinical leaders, and operational decision-makers.

• Design and implement strategic account plans that enhance customer outcomes, drive adoption, improve retention, foster growth, and ensure long-term partnership success.

• Align PointClickCare's capabilities with client business goals, regulatory requirements, population health initiatives, and value-based care programs.

• Conduct executive business reviews concentrating on outcomes, ROI realization, strategic priorities, adoption performance, and success metrics.

• Recognize operational improvement opportunities through the analysis of customer performance, utilization trends, workflow adoption, and best practices in the market.

• Collaborate with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to promote customer success and tackle complex business challenges.

• Facilitate cooperation among provider, payer, post-acute, and community-based stakeholders to enhance care coordination and network performance.

• Develop executive narratives that illustrate measurable value, financial impact, clinical outcomes, and strategic alignment.

• Identify risk factors and create mitigation strategies to safeguard customer outcomes and retention.

• Incorporate healthcare market insights and customer feedback into product and organizational planning.

⛳️ Requirements

• Over 5 years of experience in the healthcare industry, encompassing customer-facing roles, consulting, account management, customer success, operational leadership, or strategic partnership positions.

• Experience directly engaging with healthcare provider organizations, health systems, health plans, physician groups, ACOs, payer-provider collaborations, or value-based care entities.

• Proven track record of establishing credibility and influencing executive and senior leadership stakeholders.

• In-depth knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems.

• Outstanding communication, presentation, relationship-building, and stakeholder management skills.

• Strong project management, organizational, and strategic planning abilities.

• Analytical mindset with experience in utilizing data to identify performance opportunities and enhance customer value realization.

• Demonstrated capability to lead complex cross-functional initiatives in fast-paced 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: Comprehensive 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: Background in clinical operations, healthcare applications, consulting, or implementation.

• 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 visits to PointClickCare offices and leadership meetings.