Vice President, Customer Success – Acute and Payer

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🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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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

• Lead and execute retention and growth strategy for Acute and Payer customers, accountable for NRR, GRR, expansion revenue, customer health, and portfolio performance • Define and operationalize customer success frameworks, including health scores, executive business reviews, success planning, risk identification, and proactive retention motions • Manage and grow a customer portfolio representing approximately $112M in ARR • Lead Customer Engagement Transformation initiatives and scalable operating models • Align Customer Success with go-to-market strategies to support renewals, advocacy, and expansion • Lead cross-functional customer risk reviews and ensure issues are escalated and resolved • Champion strategic AI adoption across team strategy, operating models, productivity, and decision-making • Build and lead a Customer Success organization of approximately 25 team members • Recruit, mentor, and retain talent through performance expectations, coaching, career pathways, and accountability culture • Design organizational structures, account coverage models, and customer engagement approaches • Build executive relationships across health systems, hospitals, payer organizations, and convenors • Partner with Product Management on customer feedback and roadmap priorities • Collaborate with Professional Services, Implementation, Support, Finance, Legal, and Sales • Represent PointClickCare at industry events, customer forums, and executive engagements

🎯 Requirements

• Bachelor’s degree required • 10+ years of Customer Success, Account Management, or related leadership experience • At least 5 years leading Customer Success teams in a complex B2B SaaS environment • Preferred: 10+ years of U.S. healthcare payer, provider, and convenor experience • Demonstrated success driving retention, expansion, NRR, and GRR outcomes across large, multi-stakeholder customer portfolios • Experience building, scaling, and transforming Customer Success organizations • Strong executive presence and ability to influence C-suite stakeholders • Commercial acumen and experience partnering with Sales on renewals, customer growth, and revenue outcomes • Cross-functional collaboration across Product, Sales, Implementation, Professional Services, and Support • Experience with Gainsight and Salesforce • Deep understanding of acute care and/or payer healthcare, including market dynamics, regulations, reimbursement models, and operational challenges • Ability to learn new technologies, adapt to evolving priorities, and lead in a fast-paced environment

🏖️ Benefits

• Benefits starting from Day 1 • Retirement Plan Matching (RRSP & 401K) • Flexible Paid Time Off • Lifestyle/Wellness Spending Account • Parental & Caregiver Leaves • Fertility & Adoption Support • Continuous Development Support Program • Employee Assistance Program • Learning Programs & Resources • Employee Recognition • Bonus • In-office events, including onboarding, team events, and semi-annual and annual team meetings