(US) Customer Success Manager - Great Lakes
$95,000–$106,000 year
Remote · United States
Job Summary
Customer Success Manager for the Great Lakes US territory, responsible for building, growing, and expanding client relationships across healthcare SaaS accounts. Develop and execute strategic Success Plans, conduct business reviews with key stakeholders (including administration, IT, clinical, financial, and C-Suite contacts), and align client objectives with PointClickCare solutions to achieve adoption, retention, and expansion. Communicate product vision, stay current on industry trends, and collaborate cross-functionally to prioritize customer requests and drive measurable outcomes. Travel 25-50% to client sites and company events; role supports remote work with required in-person activities and occasional travel to Mississauga and Salt Lake City for onboarding and team events.
Required Qualifications
- Experience in a Customer Success role managing a book of business in the healthcare SaaS space
- Strong customer orientation focused on delivering customer outcomes
- Excellent communication and presentation skills
- Experience using a CRM tool (Salesforce and/or Gainsight)
- Proactive in driving adoption, expansion, and retention
Desired Qualifications
- Experience managing a book of business in healthcare SaaS
- CRM experience (Salesforce and/or Gainsight)
- Excellent communication and presentation skills
- Strong relationship-building and problem-solving skills
- Ability to develop and execute strategic account plans
- Willingness to travel 25-50%
- Experience conducting business reviews and driving adoption/retention
- Cross-functional collaboration experience
- Customer-centric mindset with focus on outcomes
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