Senior Customer Success Manager

🕒 September 14

🇺🇸 United States – Remote

💵 $118k - $132k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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This company has sponsored H1B visas in the past.

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PointClickCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

💰 Secondary Market on 2022-03

Healthcare • Consulting • Healthcare Insurance

PointClickCare is a cloud-based software provider focused on improving care collaboration and financial health in the healthcare industry. The company offers a comprehensive platform that connects care teams with important data, allowing for seamless care transitions and better patient outcomes. By streamlining operations for skilled nursing facilities, senior living communities, and other healthcare providers, PointClickCare helps reduce inefficiencies, manage medication orders, ensure compliance, and improve financial performance. PointClickCare also fosters innovation and quality improvements in healthcare through integrated care coordination and actionable insights across data silos.

📋 Description

• Serve as the primary strategic advisor for a portfolio of enterprise healthcare customers • Build and maintain relationships with C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers • Develop and execute strategic account plans driving customer outcomes, adoption, retention, growth, and long-term partnership success • Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs • Lead executive business reviews focused on outcomes, ROI realization, strategic priorities, adoption performance, and success metrics • Identify operational improvement opportunities through analysis of customer performance, utilization trends, workflow adoption, and market best practices • Partner with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges • Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance • Create executive narratives demonstrating measurable value, financial impact, clinical outcomes, and strategic alignment • Identify risk indicators and develop mitigation strategies to protect customer outcomes and retention • Bring healthcare market insights and customer feedback into product and organizational planning

🎯 Requirements

• 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles • Experience working directly with healthcare provider organizations, health systems, health plans, physician groups, ACOs, payer-provider partnerships, or value-based care organizations • Demonstrated ability to build credibility and influence executive and senior leadership stakeholders • Strong knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems • Exceptional communication, presentation, relationship-building, and stakeholder management skills • Strong project management, organizational, and strategic planning capabilities • Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization • Proven ability to lead complex cross-functional initiatives in dynamic 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: Deep 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: Clinical operations, healthcare applications, consulting, or implementation experience • 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 travel to PointClickCare offices and leadership meetings

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