Senior Customer Success Manager (Enterprise) - Remote/Travel

About the Role

Reporting to the Sr. Director of Customer Success, the Senior Customer Success Manager will build trusted, long-term partnerships with enterprise clients and help them get maximum value from PointClickCare. This role supports C-level engagement, drives alignment on outcomes, and uses a proactive approach to customer health to reduce churn.

Responsibilities

• Develop and deliver joint customer success plans to grow, expand, and strengthen relationships across all customer levels
• Serve as a trusted advisor and business partner, guiding executive leadership and internal teams with a clear path to value
• Apply PointClickCare’s customer success methodology to anticipate challenges and deliver prescriptive solutions
• Monitor customer health, provide early warnings, and lead turnaround and save strategies for at-risk accounts
• Act as an escalation point when needed to manage expectations and protect customer outcomes

Requirements

• Customer-facing experience in a SaaS/technology environment
• Experience in healthcare customer success, account management, or sales with a strong emphasis on enterprise accounts
• Proven track record of sustaining and growing customer relationships
• Commitment to improving acute and post-acute care outcomes for vulnerable populations

Preferred Qualifications

• Strong relationship-building skills with the initiative to succeed in fast-paced environments
• Excellent written and verbal communication and presentation skills; ability to work independently in a remote setting
• Experience analyzing data and translating insights into action
• Bachelor’s degree (or equivalent experience) and familiarity with CRM tools such as Salesforce and/or Gainsight

Compensation & Travel

This position can be remote and may require travel to client locations as needed. Base salary (Canadian range) is listed as $112,000–$125,000 CAD, plus bonus and benefits.