Remote opportunity at
PointClickCareSr. Payer Customer Success Manager
PointClickCare is hiring a payer-focused Senior Customer Success Manager to work remotely on a full-time basis. The role serves as a strategic adviser to large healthcare…
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About This Role
PointClickCare is hiring a payer-focused Senior Customer Success Manager to work remotely on a full-time basis. The role serves as a strategic adviser to large healthcare organisations and handles complicated, enterprise-wide relationships with payers. The posting explains that this goes well beyond routine customer success work: the holder acts as a trusted adviser to top healthcare leaders. The purpose is to help customers reach strategic, operational, financial and clinical goals…
Job Description
PointClickCare is hiring a payer-focused Senior Customer Success Manager to work remotely on a full-time basis. The role serves as a strategic adviser to large healthcare organisations and handles complicated, enterprise-wide relationships with payers. The posting explains that this goes well beyond routine customer success work: the holder acts as a trusted adviser to top healthcare leaders.
The purpose is to help customers reach strategic, operational, financial and clinical goals by adopting PointClickCare products and getting full value from them. The manager builds relationships with C-suite leaders, vice presidents, population health heads, value-based care executives, clinicians and operational decision makers, and writes account plans designed to grow usage, retention and the partnership.
Typical activities include leading executive reviews on results, return on investment, strategic priorities and uptake, and identifying efficiency gains from customer performance, utilisation patterns, workflow adoption and market practice. The manager liaises with colleagues in sales, product, marketing, implementation, support and senior leadership, and feeds market insight and customer input into product planning.
Applicants need at least five years in healthcare customer-facing, advisory, account management, customer success or partnership work, including direct experience with payers, managed care organisations or payer-provider risk models. Experience in value-based care, population health and post-acute or skilled-nursing settings is preferred, and the role involves about 30% travel.
Responsibilities
- Serve as lead strategic adviser for a portfolio of large payer customers
- Maintain relationships with C-suite leaders, vice presidents, population health heads, value-based care executives, clinicians and operations decision makers
- Build and deliver account plans that boost usage, retention, growth and a durable partnership
- Tie PointClickCare offerings to what customers need financially, regulatory agendas, population health efforts and value-based initiatives
- Run executive reviews covering outcomes, return on investment, strategic priorities, uptake and organisational metrics
- Identify operational improvements from customer performance data, utilisation trends, workflow uptake and industry practice
- Work alongside sales, product, marketing, implementation, support and leadership teams to resolve complicated issues
- Foster teamwork among providers, payers, post-acute and community partners on care coordination and network outcomes
- Prepare executive stories that quantify value, financial impact, clinical results and strategic fit
- Recognise early warning signs and create mitigation plans to protect results and retention
- Feed market insight and client input into product and organisational planning
Requirements
- At least five years in healthcare roles covering customer-facing work, consulting, account management, customer success, operations leadership or strategic partnerships, with an enterprise focus
- Direct experience working with payers, managed care organisations or payer-provider risk arrangements
- Credibility and sway with leaders at payer organisations and value-based care programmes
- Solid grasp of how healthcare runs day to day, delivers care, pays providers, and shapes payer economics and software
- Strong written and spoken communication, polished presentations, relationship skills and stakeholder handling
- Strong project management, organisational and strategic planning skills
- Analytical mindset that relies on data to spot performance gains and demonstrate customer value
- Experience running complex cross-functional programmes in fast-moving healthcare settings
- Familiarity with CRM and customer success software
Qualifications
- Grounding in population health work, quality programmes, performance metrics and value-based payment structures
- Hands-on time with skilled nursing homes, rehab providers, handoffs between care settings, discharge workflows or coordination programmes, seen as a strong advantage
- Familiarity with PointClickCare, post-acute technology, EHR systems, interoperability tools or healthcare SaaS
- Background in clinical operations, healthcare software, advisory work or rollout projects
- Experience leading executive reviews and strategic planning sessions
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is the Senior Payer Customer Success Manager role based?
The role is remote, according to the posting. The posting also mentions occasional trips to company offices and leadership gatherings.
How much travel does the role involve?
The posting says the role involves approximately 30% travel, including customer engagements, industry events and occasional visits to PointClickCare offices.
What salary does the posting offer?
The posting does not state a salary.
Is payer experience required?
Yes, the posting lists direct experience with payers, managed care organisations or payer-provider risk arrangements as a requirement.
Sample Interview Questions
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