PointClickCare is a premier North American healthcare technology platform that supports meaningful care collaboration and delivers real‑time patient insights. For more than two decades, the company has worked toward its vision of enabling providers and health plans to offer seamless, confident care. Since its founding, PointClickCare has expanded rapidly to more than 2,200 employees who help improve the lives of millions across the continent. The company has been recognized by Forbes as one of the top 100 private cloud companies and by Waterstone Human Capital for having one of Canada’s Most Admired Corporate Cultures, affirming its leadership in cloud‑based healthcare solutions.

At PointClickCare, employees are offered abundant opportunities and a vibrant, empowering culture. It is a dynamic environment where you can grow your career, develop your talents, and contribute to meaningful work alongside exceptional colleagues. Here, purpose drives fulfillment, and your efforts make a real difference in healthcare throughout North America.

Join us and become part of a team creating true impact.

To learn more, explore Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Reporting to the Director of Customer Success, the Customer Success Manager for Senior Living is responsible for managing client partnerships, ensuring customers maximize the value of PointClickCare solutions. This role requires a business consulting background and enterprise experience capable of supporting executive‑level engagements. The position is remote, with travel required to client locations.

Travel requirement: 50%

Key Responsibilities:
• Build and strengthen relationships across all customer levels, identifying and maintaining key contacts across functions including administration, IT, clinical, financial, and executive leadership.
• Maintain a strong understanding of all market segments and contribute to cross‑functional initiatives.
• Demonstrate advanced knowledge of the product, industry, and company, and use a prescriptive approach in value‑focused customer conversations.
• Use PointClickCare’s Customer Success methodology and strong communication skills to develop strategies aligned with customer goals, initiatives, and outcomes.
• Create joint customer success plans outlining scope, shared metrics, user engagement, adoption strategies, timelines, and communication.
• Remove barriers to customer advocacy and growth.
• Lead Executive Business Reviews between customer decision makers and PointClickCare executive sponsors.
• Act as a trusted advisor, offering strategic guidance and value pathways to customer leadership and internal teams.
• Collaborate across teams to drive expansion, adoption, and retention, balancing revenue growth with strong client relationships.
• Partner with Account Executives to uncover expansion opportunities.
• Provide early warning insights and develop turnaround strategies to support customer health and reduce churn.
• Serve as an escalation point when needed, managing expectations and creating save plans for at‑risk accounts.
• Advocate internally on behalf of customers, fostering positive working relationships across departments.
• Build and manage a portfolio of reference accounts.
• Demonstrate empathy and confidence in all customer interactions, including difficult conversations.
• Lead strategic customer success initiatives and mentor new team members.
• Communicate effectively at all levels of the customer organization.
• Meet and exceed performance targets, including NRR, while maintaining strong client partnerships.
• Complete CSM Certification within 12 months of hire.

Required Experience:
• Passion for shaping the future of work and supporting care in acute and long‑term post‑acute markets serving vulnerable populations.
• Experience in a customer‑facing role within a SaaS or tech environment.
• Background in healthcare sales, account management, or customer success—preferably in senior living or housing—managing a portfolio of top‑tier customers.
• Proven ability to maintain and grow complex customer relationships.
• Strong relationship‑building skills and ability to take initiative in fast‑paced settings.
• Excellent communication and presentation skills, with the ability to work independently in a remote environment.
• Demonstrated skill in data analysis and interpretation.
• Bachelor’s degree or equivalent experience.
• Self‑starter with a positive mindset, strong leadership qualities, and a collaborative approach.
• Experience using CRM tools such as Salesforce or Gainsight.

Compensation: $118,000 – $132,000 per year

Base salary is one part of the total rewards package and includes bonus and benefits. Salary ranges vary by job and level, and the posted range reflects the target for new hires in all U.S. locations. Individual compensation depends on skills, experience, and location. Recruiters can provide more details during the hiring process.

PointClickCare Benefits and Perks:
• Benefits starting Day 1
• Retirement plan matching
• Flexible paid time off
• Wellness programs and resources
• Parental and caregiver leave
• Fertility and adoption support
• Continuous development programs
• Employee Assistance Program
• Allyship and inclusion communities
• Employee recognition programs and more

PointClickCare is committed to equal employment opportunity and prohibits discrimination or harassment based on protected characteristics. The company encourages applications from individuals with disabilities and provides accommodations upon request. For assistance, contact recruitment@pointclickcare.com.

Application information is processed through Lever in accordance with Lever’s Privacy Policy. Data is used to evaluate candidacy and may be retained for future opportunities. When no longer needed, it will be deleted or anonymized. For questions or requests related to your information, contact the HR team at recruitment@pointclickcare.com.

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