(US) Sr. Customer Success Manager, Enterprise

PointClickCare is a company focused on providing solutions for post-acute care markets. They are seeking a Senior Customer Success Manager to manage client partnerships and ensure optimal use of their solutions, involving engagement at the C-level and collaboration across teams.

Responsibilities:

• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a 'path to value' to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation
• Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts

Requirements:

• You are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations
• Experience in a customer-facing role within a Saas/tech company
• Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in managing a book of business, primarily focused on Enterprise customers
• Proven track record of sustaining and growing relationships
• Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes
• Act as a Trusted Advisor and Business Partner, providing strategic guidance and a 'path to value' to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration
• Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts
• Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments
• Strong written and oral communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success
• Proven proficiency in data analysis including interpreting and translating results
• Bachelor's degree in a relevant field or equivalent practical experience and experience using a CRM tool (Salesforce and/or Gainsight)