Remote opportunity at
PointClickCareScaled Customer Engagement Manager (9-month contract)
PointClickCare is hiring a Scaled Customer Engagement Manager for a 9-month contract. This remote position operates within the Digital Customer Success department as part of the…
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About This Role
PointClickCare is hiring a Scaled Customer Engagement Manager for a 9-month contract. This remote position operates within the Digital Customer Success department as part of the Scaled Customer Engagement team, focusing on senior care as well as acute and payer market segments. The person in this role will drive value realization, retention, and adoption across a broad customer base through data-informed, one-to-many programs. Working with tools like Pendo Orchestrate and…
Job Description
PointClickCare is hiring a Scaled Customer Engagement Manager for a 9-month contract. This remote position operates within the Digital Customer Success department as part of the Scaled Customer Engagement team, focusing on senior care as well as acute and payer market segments. The person in this role will drive value realization, retention, and adoption across a broad customer base through data-informed, one-to-many programs. Working with tools like Pendo Orchestrate and Gainsight Journey Orchestrator, the professional will execute digital journeys, monthly digests, and reviews to extend the reach of customer success managers and support net retention revenue goals. The role suits professionals experienced in SaaS customer engagement who want to help build scaled customer success motions utilizing automation and artificial intelligence at a healthcare platform.
Responsibilities
- Manage the end-to-end creation and execution of digital programs including monthly digests, adoption journeys, renewal and risk campaigns, and success reviews.
- Analyze usage, health, and engagement metrics to spot trends, target automation, execute A/B testing, and monitor performance indicators.
- Design and host digital customer events such as webinars, training sessions, user groups, and office hours.
- Produce and maintain digital educational content including guides, videos, and articles detailing core workflows.
- Partner across departments with Sales, Marketing, Product, Support, and Customer Success to coordinate messaging and relay feedback.
- Test new approaches including artificial intelligence for personalization and document program outcomes.
Requirements
- Minimum of three years of professional experience in customer success, account management, customer marketing, customer education, or a related customer-facing software-as-a-service position.
- Demonstrated background in designing or carrying out one-to-many initiatives such as email campaigns, community efforts, in-app messaging, or webinars.
- Strong written communication skills with the ability to adapt messaging for different audiences.
- Working knowledge of customer success or customer relationship management platforms and spreadsheet-based data analysis.
- Ability to analyze product usage data to take action.
- Strong organizational and project management abilities to handle multiple concurrent deadlines and programs.
- Excellent presentation skills.
Qualifications
- Hands-on experience utilizing Pendo Orchestrate, Gainsight Journey Orchestrator, or comparable digital engagement applications.
- Background in healthcare technology, senior living, post-acute, or acute and payer markets.
- Experience leveraging artificial intelligence tools for communication personalization and scaling engagement.
- Basic design or HTML email-builder skills.
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the employment type and duration for this role?
This position is a 9-month contract.
Where is the job located?
The posting indicates that the work location is remote or hybrid, with periodic in-person collaboration.
What salary is offered for the Scaled Customer Engagement Manager?
The salary is not stated in the job posting.
What is the minimum experience required?
Candidates must have at least 3 years of experience in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
