Note: The job is a remote job and is open to candidates in USA. PointClickCare is seeking a Senior Customer Success Manager to serve as a strategic advisor to enterprise payer customers. The role manages complex relationships, drives adoption and value realization, leads executive business reviews, and partners cross-functionally to advance customer outcomes, retention, and long-term success.
Responsibilities
- Serve as the primary strategic advisor for a portfolio of enterprise payer customers
- Build and maintain relationships with executive stakeholders, including C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers
- Develop and execute strategic account plans that drive customer outcomes, adoption, retention, growth, and long-term partnership success
- Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs
- Lead executive business reviews focused on business outcomes, ROI realization, strategic priorities, adoption performance, and organizational success metrics
- Identify opportunities for operational improvement through analysis of customer performance, utilization trends, workflow adoption, and market best practices
- Partner closely with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges
- Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance objectives
- Create compelling executive narratives that demonstrate measurable value, financial impact, clinical outcomes, and strategic alignment
- Identify risk indicators early and proactively develop mitigation strategies to protect customer outcomes and retention
- Champion customer advocacy by bringing healthcare market insights and customer feedback into product and organizational planning discussions
Skills
- 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles, with a strong enterprise/strategic account focus
- Required: direct experience working with or within payers, Managed Care Organizations, or payer-provider risk arrangements
- Demonstrated ability to build credibility and influence executive and senior leadership stakeholders, including payer executives and value-based care leadership
- Strong knowledge of healthcare operations, care delivery, reimbursement models, payer economics, and healthcare technology ecosystems
- Exceptional communication, presentation, relationship-building, and stakeholder management skills
- Strong project management, organizational, and strategic planning capabilities
- Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization
- Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments
- Experience using CRM platforms and customer success technologies
- Enterprise Customer Success experience managing complex, strategic healthcare accounts
- Executive presence and comfort engaging C-suite stakeholders, especially payer leadership
- Required payer experience, paired with practical experience in value-based care and population health
- Strong understanding of healthcare delivery across acute, post-acute, and community settings
- A consultative mindset with the ability to translate technology capabilities into measurable business outcomes
- Deep understanding of population health management, quality improvement programs, healthcare performance measures, and value-based reimbursement frameworks
- Experience working with Skilled Nursing Facilities (SNFs), post-acute providers, care transitions, discharge planning, or care coordination initiatives
- Familiarity with PointClickCare, PAC technology, EHR platforms, interoperability solutions, or healthcare SaaS applications
- Clinical operations, healthcare applications, consulting, or implementation experience
- Experience leading executive-level business reviews and strategic planning sessions
- Experience working with SNFs and post-acute networks as a significant differentiator
Benefits
- Full-time employment
- Remote work arrangement
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