At PointClickCare, our goal is clear: to support care providers in delivering outstanding care—and that begins with our team. As a top health tech company led by its founders and privately owned, we encourage our employees to innovate, challenge limits, and shape the future of healthcare.

Our platform, backed by the largest dataset in long-term and post-acute care and a network of over 400 integrated partners, supports more than 30,000 provider organizations and positively impacts millions of lives. We reinvest a large portion of our revenue into research and development, giving our teams the tools they need to drive innovation and create lasting change. Recognized by Forbes as a leading private cloud company and named one of Canada’s Most Admired Corporate Cultures, we offer flexibility, career growth, and meaningful work.

At PointClickCare, we enable our people to lead the way in building a smarter, more human-centered healthcare system—powered by AI to drive real, lasting transformation. Our teams use AI to boost creativity, efficiency, and informed decision-making. By embedding AI into daily operations, we enhance collaboration, improve outcomes, and empower every employee to make a greater impact. This begins with our hiring process, where we seek out AI expertise aligned with our mission, and continues through ongoing training and development to foster innovation throughout each employee’s journey.

Be part of our mission to transform healthcare—not just to help it survive, but to help it thrive.

Travel to Office Expectations

For Remote Roles:
Remote employees will be expected to travel to the Mississauga and/or Salt Lake City offices for specific events such as onboarding, team gatherings, and semi-annual or annual meetings.

For Hybrid Roles:
Hybrid employees must live within commuting distance of the office specified in the job posting. Regular in-office participation—weekly, bi-weekly, or monthly—is required for team events and collaboration.

Position Overview:
Reporting to the Director of Customer Success, the Customer Success Manager – Senior Living will build strong client partnerships and ensure customers maximize the value of PointClickCare’s solutions. This role is ideal for someone with a consulting background and enterprise-level experience, capable of engaging with C-suite executives. The role is remote with travel to client sites as needed.

Travel Requirement: 50%

Key Responsibilities:

– Develop and strengthen client relationships across all organizational levels, including C-suite.
– Demonstrate deep knowledge of market segments and contribute to cross-functional initiatives.
– Apply a strategic, value-driven approach to customer conversations.
– Use PointClickCare’s Customer Success methodology to align with customer goals and outcomes.
– Create joint success plans with measurable goals, timelines, and communication strategies.
– Remove obstacles to customer advocacy and growth.
– Lead Executive Business Reviews to align on business goals.
– Act as a strategic advisor to customer executives and internal teams.
– Collaborate across departments to drive product adoption, retention, and expansion.
– Partner with Account Executives to identify growth opportunities.
– Proactively address customer health concerns and reduce churn risk.
– Serve as an escalation point and develop recovery plans for at-risk accounts.
– Represent customer interests internally and build strong internal partnerships.
– Maintain a portfolio of referenceable clients.
– Show empathy and professionalism in all customer interactions.
– Confidently handle challenging conversations.
– Lead strategic initiatives within the Customer Success team.
– Mentor and onboard new team members.
– Communicate effectively across all levels of customer organizations.
– Deliver results independently in a remote work environment.
– Meet and exceed performance targets, including Net Revenue Retention (NRR).
– Complete CSM Certification within 12 months of hire.

Required Experience:

– Passion for shaping the future of work and improving care for vulnerable populations.
– Experience in a customer-facing role at a SaaS or tech company.
– Background in healthcare sales, account management, or customer success, with a focus on senior living.
– Proven ability to manage and grow complex client relationships.
– Strong relationship-building skills and initiative in fast-paced settings.
– Excellent communication and presentation skills.
– Ability to analyze and interpret data effectively.
– Bachelor’s degree or equivalent practical experience.
– Self-motivated with leadership skills and a collaborative mindset.
– Experience with CRM tools like Salesforce or Gainsight.

Compensation:

$112,900 – $125,400 CAD annually

At PointClickCare, base salary is just one part of our total rewards package. This range reflects the target salary for new hires across Canada and includes bonus and benefits. Actual compensation is based on skills, experience, and location. Your recruiter will provide more details during the hiring process.

Benefits & Perks:

– Benefits starting on Day 1
– Retirement plan matching
– Flexible paid time off
– Wellness support programs
– Parental and caregiver leave
– Fertility and adoption support
– Ongoing development programs
– Employee Assistance Program
– Inclusion and allyship communities
– Employee recognition programs, and more

Equal Opportunity:

PointClickCare is committed to equal employment opportunities and prohibits discrimination of any kind. We welcome applicants from all backgrounds and provide accommodations for candidates with disabilities upon request. Please contact recruitment@pointclickcare.com for assistance.

Privacy Notice:

When you apply, your information is processed and stored by Lever in accordance with their privacy policy. We use this data to evaluate your application and may consider it for future opportunities. If you have questions or wish to access, correct, or delete your information, contact our HR team at recruitment@pointclickcare.com.

Security Commitment:

By applying, you agree to follow our information security policies and protect sensitive data if hired.