Description
PointClickCare is seeking a Senior Customer Success Manager to serve as a strategic advisor to leading healthcare organizations. This role manages complex enterprise relationships across payers, operating as a trusted executive partner to senior healthcare leaders. The goal is to help customers achieve strategic, operational, financial, and clinical outcomes through effective adoption and optimization of PointClickCare solutions.
Responsibilities:
- Serve as primary strategic advisor for a portfolio of enterprise payer customers
- Build and maintain relationships with executive stakeholders, including C-suite leaders and VPs
- 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, and value-based care programs
- Lead executive business reviews focused on business outcomes, ROI realization, and strategic priorities
- Identify opportunities for operational improvement through analysis of customer performance and market best practices
- Partner with Sales, Product, Marketing, and Executive Leadership to drive customer success and resolve complex business challenges
Requirements:
- 5+ years of healthcare industry experience, including customer-facing, consulting, or account management roles
- Direct experience working with or within payers, Managed Care Organizations, or payer-provider risk arrangements
- Demonstrated ability to build credibility and influence executive stakeholders
- Strong knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems
- Exceptional communication, presentation, and relationship-building skills
Preferred Qualifications:
- Deep understanding of population health management, quality improvement programs, and value-based reimbursement frameworks
- Experience working with Skilled Nursing Facilities (SNFs), post-acute providers, and care transitions
- Familiarity with PointClickCare, PAC technology, EHR platforms, and interoperability solutions
Travel: Approximately 30% travel, including customer-facing engagements and industry events
Salary: $118,000 - $132,000 a year