Customer Success Manager

Position: Customer Success Manager - 12 Month Contract
At Point Click Care  our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives.

We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At Point Click Care , we empower our people to be the architects of a smarter healthcare future;

one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.
** Travel to Office expectations**
For Remote Roles
:
If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.
For Hybrid Roles
:
If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Reporting to the Sr. Director, Customer Success, the Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of Point Click Care ’s solutions.

This position can work remotely and will travel to various Point Click Care  and client locations as required (25-50%). The territory you'd support is Canadian.
Key Responsibilities:
· Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) to achieve overall customer success and satisfaction.
· 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.
· Maintain an understanding of Point Click Care ’s products & services, industry knowledge and trends to drive customer engagement.
· Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes.
· Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of Point Click Care  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, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed.
· Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful.
· Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn.
· Act as a…