Manager, Customer Success

Job Description

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey. For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn . The Role: Reporting to the Regional Director, West, the Manager, Customer Success is responsible for supporting some of our largest Health Plan customers as well as providing direct leadership to a team of customer success managers. This position will work Remote home office and will require travel within the US and Canada as needed. Key Responsibilities: - Drive customer engagement, adoption, retention, and advocacy across the West region o Promoting adoption, increased utilization and expanding wallet share o Understanding and helping to minimize churn o Driving customer happiness within the territory and increasing Account Health o Gathering valuable feedback from clients and market insights for product, marketing, sales and internal stakeholders - Directly manage a growing, talented team of Customer Success Managers (currently 4 individual contributors) - Coach, develop, and drive performance of the team - Partner with internal stakeholders (sales, operations, marketing, professional services, education, support, etc.) to deliver on a seamless customer experience while fostering cross functional relationships to collaborate on achieving organizational goals - Partner with the CSM leadership team to develop team processes and procedures for consistency · Supporting and aligning with sales efforts to support expanding wallet share, identifying opportunities and increasing revenue per customer - Make timely decisions and implement strategies to drive customer outcomes · Partnering in creation & management of team KPIs and driving success of the team through use of data/tools · Serve as primary point of escalation of issues for customers, insuring prioritization and resolution. · Cultivating reference customers · Providing early warning re: Customer Accounts who are dissatisfied with the service they are receiving · Preparing weekly and monthly reporting requirements to align performance and identify best practices and performance improvement opportunities Required Experience: · Bachelor's degree in a business-related field · Proven customer success experience, including building out and scaling customer success in a SaaS organization · Management experience of a CSM team in a growth-oriented environment · Experience with Salesforce software, building playbooks, customer journeys etc. · A strategic leader who is process oriented and fearless about execution and not afraid to dig into the details, roll up sleeves, with the front-line team · An empathic leader with a desire to build a world-class CSM team within the constraints of a responsibly managed business · Curiosity and willingness to experiment, fail fast, learn, and adapt; flexibility to learn from what you’ve done in the past · Strong perspective rooted in past experiences, paired with willingness to listen carefully, explore new ideas, and coach in a collaborative working style · Strong customer orientation focused on delivering customer needs · Exceptional relationship builder that leads with integrity · Outstanding track record of delivering results · Exemplary team leader committed to fostering and growing talent · Excellent communication, presentation, analytical and problem-solving skills · Ability to travel, as needed, up to 25% of the time #LI-REMOTE #-LI-TP1 It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy . We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected] PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. Apply for this job