Senior Vice President & General Manager, Senior Living

Key Responsibilities

Strategic Leadership & Market Ownership

• Define and own the Senior Living segment strategy, including distinct go-to-market approaches for diversified operators and pure-play Senior Living organizations.
• Serve as the primary executive sponsor and relationship owner for key Senior Living customers and prospects, spending substantial time in market to deepen industry credibility and customer trust.
• Represent PointClickCare at senior industry forums, conferences, and customer advisory boards, shaping market perception and competitive positioning.
• Collaborate with the CRO and the broader executive team on annual planning, resource allocation, and investment priorities for the Senior Living vertical.

P&L Management & Revenue Growth

• Own the P&L for the Senior Living business unit, including revenue, gross margin, and operating expense accountability across all SL market segments.
• Drive net new ARR growth, net revenue retention, and expansion revenue targets, maintaining rigorous pipeline discipline and forecast accuracy.
• Develop and execute segment-specific investment theses, ensuring resource allocation reflects the distinct dynamics of independent living, assisted living, memory care, and continuing care retirement communities.
• Identify and pursue inorganic growth opportunities, including partnerships and adjacent market expansion, in coordination with Strategy, Partnerships, and Corporate Development.

Customer-Facing Team Leadership

• Drive the full go-to-market motion for all Senior Living Products across all segments.
• Hold direct line management responsibility for all customer-facing functions within the Senior Living vertical, including Sales, Customer Success, Professional Services, and Support leadership.
• Recruit, develop, and retain top talent, building a high-performance team capable of executing against aggressive growth targets while delivering an outstanding customer experience.
• Operate, manage, and lead a cross functional team of direct reports and matrixed resources to achieve jointly established business objectives.
• Establish clear performance standards, accountability frameworks, and career development pathways across the customer-facing organization.
• Ensure appropriate staffing levels and skills to support current and planned Senior Living investments, proactively identifying and closing talent gaps.

Cross-Functional Partnership

• Exercise matrixed leadership over Marketing, Product Management, and Engineering resources aligned to the Senior Living vertical, aligning roadmaps and campaigns to segment priorities.
• Act as the primary voice of the Senior Living customer into the product organization, ensuring feature prioritization reflects validated market needs and competitive gaps.
• Partner with Marketing to develop Senior Living-specific demand generation strategies, content, and brand positioning that resonate with operator buyers.
• Collaborate closely with Finance, Legal, and People & Culture to align operational execution with corporate standards and requirements.

Required Skills & Qualifications

• 15+ years of progressive leadership experience in enterprise software, healthcare technology, or a related SaaS environment, with at least 5 years in a senior executive role with P&L ownership.
• Deep knowledge of the Senior Living market, including operator economics, care delivery models, regulatory environment, and the technology landscape serving the sector.
• Demonstrated success leading and scaling customer-facing organizations (Sales, CS, Services) in a high-growth B2B software company.
• Proven ability to operate effectively in a matrixed environment, influencing outcomes across product, engineering, and marketing without direct authority.
• Track record of building and maintaining executive-level customer relationships, with the credibility to engage as a peer with C-suite leaders at major Senior Living operators.
• Strong financial acumen, including experience owning and managing a multi-million dollar P&L, with proficiency in SaaS revenue metrics and operating KPIs.
• Willingness and ability to travel extensively to be present with customers, prospects, and team members across key markets.

Preferred Experience

• Executive Presence & Influence: Ability to command a room, inspire confidence with customers and colleagues alike, and represent PointClickCare with authority and authenticity at the highest organizational levels.
• Collaborative Leadership Style: Highly consultative approach to cross-functional partnership; earns trust and drives alignment through transparency, shared goals, and a genuine commitment to collective success over individual credit.
• Strategic & Analytical Thinking: Capacity to synthesize complex market dynamics, competitive data, and customer insights into clear strategic choices and actionable plans.
• Customer Obsession: Genuine passion for the Senior Living sector.