Sr. Customer Success Manager, Enterprise

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

📋 Description

• The Senior Customer Success Manager reports directly to the Sr. Director of Customer Success and is tasked with managing and delivering exceptional partnerships for clients, ensuring they maximize the use and value of PointClickCare’s solutions.

• The ideal candidate for the Senior Customer Success Manager role will have a background in business consulting and enterprise knowledge that empowers them to engage effectively at the C-level.

• This role allows for remote work and may require travel to various client sites as necessary.

• Collaborate with internal account teams to establish and nurture relationships.

⛳️ Requirements

• You have a strong passion for the future of work and are dedicated to collaborating with colleagues to make a significant impact on both acute and long-term post-acute care markets that serve vulnerable populations.

• Previous experience in a customer-facing position within a SaaS/tech environment is essential.

• Experience in Healthcare Sales, Account Management, or Customer Success Management, with a focus on managing a portfolio of business primarily centered on Enterprise customers.

• A proven history of maintaining and expanding relationships is required.

• Responsible for creating and executing a joint customer success plan aimed at building, growing, and enhancing client relationships at all levels, while ensuring business alignment with desired outcomes.

• Serve as a Trusted Advisor and Business Partner, offering strategic guidance and a clear “path to value” to customer Executive Leadership and internal account teams, showcasing cross-functional collaboration.

• Utilize PointClickCare's customer success methodology to deliver a structured relationship management experience, proactively identifying customer challenges and addressing them with effective solutions.

• Provide preemptive alerts and turnaround strategies that prioritize customer health and minimize churn risk. Act as a point of escalation when necessary, assisting in managing customer expectations and formulating save plans for accounts at risk.

🏝️ Benefits

• Bonus

• Benefits