(Canada) Customer Success Manager, Physician Groups (Mississauga)

Travel Requirements

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 events include onboarding, team events, semi‑annual and annual team meetings.

For Hybrid Roles: If this role is hybrid, you are expected to reside within commutable distance to the office/location specified in the job listing. This includes weekly, bi‑weekly, or monthly in‑office events with your specific team. This is a requirement for this role.

Travel Requirement – 30‑50%.

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, including C‑Suite).
• Demonstrate a fluid understanding of all market segments and lines of business by contributing to cross‑functional initiatives and discussions.
• Show advanced understanding of product, industry, and company, and apply a prescriptive approach to relevant value‑based customer conversations.
• Leverage PointClickCare Customer Success methodology and exceptional communication skills to build a comprehensive strategy to align on customer initiatives, goals, and outcomes.
• Develop joint customer success plans that include agreed‑upon scope, shared metrics, user engagement, sophistication of usage, adoption plans, timelines, and communication.
• Eliminate barriers to customer advocacy and expansion.
• Facilitate Executive Business Reviews with economic decision makers and PointClickCare executive sponsors to drive business alignment on desired outcomes.
• Act as a Trusted Advisor to provide strategic guidance and a path to value with Customer Executive Leadership and internal account teams.
• Work cross‑functionally with internal teams to maximize expansion, adoption, and retention of tools, balancing revenue growth and retention outcomes.
• Collaborate closely with the Account Executive to identify and uncover possible sales expansion opportunities to achieve organizational goals.
• Provide early warning and turnaround strategies that focus on customer health and mitigate churn.
• Act as a point of escalation when required to manage customer expectations and develop “Save” plans for at‑risk accounts.
• Advocate on behalf of accounts with other departments in PointClickCare by developing positive internal working relationships.
• Build and maintain a portfolio of reference accounts.
• Demonstrate empathy in all customer dealings.
• Consistently demonstrate tact and confidence when engaging in difficult conversations.
• Lead strategic Customer Success initiatives.
• Onboard and mentor recent team members to the Customer Success Organization.
• Communicate effectively across multiple levels of the customer organization.
• Be an excellent communicator/speaker able to quickly gain buy‑in.
• Show flexibility when facing tough calls and embrace difficult conversations.
• Dedicate yourself to meeting customer and company expectations.
• Convey outcomes and objectives timely via written documentation.
• Exceed all KPI targets, including NRR, while maintaining strong client relationships.
• Complete CSM Certification within 12 months of hire.

Required Experience

• Passionate about the future of work and committed to impacting acute and long‑term post‑acute care markets that serve vulnerable populations.
• Experience in a customer‑facing role within a SaaS/tech company.
• Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in senior living/housing managing a book of business, primarily focused on top‑tier customers.
• Proven track record of sustaining and growing complex relationships.
• Exceptional relationship building skills with an initiative‑driven mindset in fast‑paced environments.
• Proficient communication and presentation skills, able to work independently in a remote environment to deliver customer success.
• Proven proficiency in data analysis, including interpreting and translating results.
• Bachelor’s degree in a relevant field or equivalent practical experience.
• Self‑starter with a positive attitude, strong leadership abilities, and a collaborative working style.
• Experience using a CRM tool (Salesforce and/or Gainsight).

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process.

Canada base salary range for this position is $85,000 – $95,000 plus bonus and benefits.