(US) Customer Success Manager - Health Plan (Great Lakes)

Overview

At PointClickCare our mission is to help providers deliver exceptional care. We are a founder-led, privately held health tech company that empowers employees to push boundaries, innovate, and shape the future of healthcare. We leverage the largest long-term and post-acute care dataset and a marketplace of 400+ integrated partners to serve over 30,000 provider organizations, reinvest in research and development, and recognize achievements.

We offer flexibility, growth opportunities, and meaningful work.

We empower our people to be architects of a smarter healthcare future, human-first and accelerated by AI. We invest in training and development to nurture innovation throughout the employee journey.

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

Travel to Office expectations

For Remote Roles: If this role is remote, there will be in-office events that require travel to and from the Mississauga and/or Salt Lake City office for onboarding, team events, and regular meetings.

For Hybrid Roles: If this role is Hybrid, you are expected to reside within commutable distance to the listed office/location. This includes occasional in-office events with your team.

Role and responsibilities

Health Plan Customer Success Managers provide world-class strategic partnerships to end clients. The role acts as a trusted advisor with deep knowledge of the customer’s business to deliver value-added solutions. Responsibilities include:

• Own strategic partnerships with clients, acting as the primary point of contact
• Proactively identify customer performance improvement opportunities using robust data
• Foster collaboration between similar clients to share success stories and enable customer-to-customer collaboration
• Advise customers to drive solution adoption and align to operational priorities for measurable value
• Develop and deliver product utilization narratives to illustrate ROI and identify opportunities for adoption and value realization
• Maintain customer engagement levels and support customer NPS scores
• Maintain knowledge of products, services, industry trends to drive engagement
• Coordinate with cross-functional teams to provide solution-focused presentations and develop territory-specific strategic plans
• Support churn reduction and revenue expansion
• Other criteria as determined by CSM Leadership

Required experience and qualifications

• Prior health plan experience
• Exposure to health care organizations
• Strong written and verbal communication skills
• Excellent organizational, project management, and time management skills
• Strong relationships, teamwork, and collaboration capabilities
• Strategic thinking with strong analytical skills and urgency to deliver solutions
• Post-secondary education
• Experience with SaaS or EHR is a definite asset
• Strong entrepreneurial spirit is a bonus

Salary

$95,400 - $106,000 a year

Benefits

• Benefits starting from Day 1
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental and Caregiver Leaves
• Fertility and Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition and more

Equal opportunity

PointClickCare is an equal opportunity employer. We do not discriminate on the basis of race, religion, national origin, age, sex, sexual orientation, gender identity or expression, marital status, disability, veteran status, or any other protected characteristic. Accommodations are available upon request for candidates taking part in the selection process.

For accommodations, contact recruitment at PointClickCare. This position may involve the use of AI tools in screening and assessment.

When you apply, your information is processed and stored in accordance with Lever and PointClickCare policies. If you have questions about how we use your information, contact the HR team at [email protected].

PointClickCare is committed to Information Security. By applying, you agree to follow our information security policies and protect confidential information.