Customer Success Manager Great Lakes

ABOUT THE ROLE We're seeking a highly motivated Customer Success Manager to join our team at PointClickCare, a leading health tech company that empowers providers to deliver exceptional care. As a key member of our customer success team, you will be responsible for managing and providing world-class partnerships to our clients, ensuring they are optimizing the use and value of our solutions. WHAT YOU'LL DO In this role, you will: - Build, grow, and expand client relationships at all levels, identifying and maintaining critical contacts across various functional areas of the organization. - Speak to all market segments/lines of business and make recommendations that impact the business holistically. - Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals. - Develop and execute strategic account plans, identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes. - Conduct business reviews with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions. - Work with clients to understand their objectives and align those with PCC solutions. - Consult with clients to solve problems by having value-based conversations. - Work cross-functionally with internal teams to advocate on behalf of customers, maximize expansion, adoption, and retention of subscriptions, and ensure their requests are prioritized and addressed. - Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn. - Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts. - Demonstrate empathy in all customer dealings and communicate effectively to quickly gain buy-in from internal and/or external stakeholders. - Meet and exceed KPIs while maintaining strong client relationships. WHAT YOU'LL NEED To be successful in this role, you will need: - A passion for working with teammates and customers to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations. - Experience in a Customer Success role managing a book of business in the healthcare SaaS space. - Strong customer orientation focused on delivering customer outcomes. - Exceptional relationship building skills, accustomed to taking initiative in fast-paced environments. - A proven track record of sustaining and growing relationships and delivering results. - Excellent communication and presentation skills. - Good analytical and problem-solving skills. - Strong leadership ability and collaborative working style. - Experience using a CRM tool (Salesforce and/or Gainsight). WHY REMOTE This role is a remote opportunity with occasional travel to the Mississauga and/or Salt Lake City office for in-office events, including onboarding, team events, semi-annual and annual team meetings. You will also be required to travel to various PointClickCare and client locations as needed (25-50%). BENEFITS As a member of our team, you will have access to a range of benefits, including opportunities for growth and development, flexible work arrangements, and a comprehensive compensation package.