Remote opportunity at
PointClickCareSr. Customer Success Manager
PointClickCare is hiring a Senior Customer Success Manager to lead client relationships and make sure each account gets full value from the company's software. The job…
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About This Role
PointClickCare is hiring a Senior Customer Success Manager to lead client relationships and make sure each account gets full value from the company's software. The job reports to the Director of Customer Success. Applicants need a consulting mindset and broad enterprise experience, as the role involves guiding discussions at senior-executive level within customer organizations. Remote work is allowed, though the role requires visiting client sites when needed. Clients are often…
Job Description
PointClickCare is hiring a Senior Customer Success Manager to lead client relationships and make sure each account gets full value from the company's software. The job reports to the Director of Customer Success. Applicants need a consulting mindset and broad enterprise experience, as the role involves guiding discussions at senior-executive level within customer organizations.
Remote work is allowed, though the role requires visiting client sites when needed. Clients are often acute and post-acute care providers that serve vulnerable patients, so understanding that sector is useful.
Typical duties include co-creating a shared success roadmap with every customer; advising client leadership and internal account teams as a trusted adviser who lays out a credible route forward; applying the firm's relationship framework to foresee issues; raising early alerts about account health and building recovery plans; acting as the escalation contact and drafting retention plans for at-risk accounts; and interpreting usage analytics for stakeholders.
Responsibilities
- Co-create a shared success roadmap that deepens client relationships at each level
- Advise executives and internal account teams with strategic recommendations and a clear route to value
- Use the company's customer success framework to foresee challenges and respond with fixes
- Flag early warning signs and design recovery plans that protect account health and limit churn
- Serve as the escalation contact and draft retention plans for at-risk accounts
- Oversee a book of business made up mostly of enterprise customers
Requirements
- Customer-facing work experience at a SaaS or technology business
- Healthcare sales, account management or customer success background, managing mostly enterprise accounts
- Documented history of sustaining and expanding client relationships
- Confident written and spoken communicator who presents well
Qualifications
- Bachelor's degree in a related discipline, or equivalent real-world experience
- Hands-on use of CRM software such as Salesforce and/or Gainsight
- Solid analytical skill, including reading data and explaining what it means
- Self-motivated, comfortable working remotely and moving quickly in changing settings
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is the role remote?
It is listed as remote, though travel to client sites is expected when required.
What is the salary?
The posting leaves pay unstated.
What experience is needed?
Customer-facing work at a SaaS or technology business, plus healthcare sales, account management or success experience focused on enterprise clients.
Which tools should candidates know?
CRM experience with Salesforce and/or Gainsight is named.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.
