# Sr. Customer Success Manager

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Customer Success
**Salary:** $118k – $132k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Account Management, SaaS, healthcare, Enterprise Sales, CRM, Salesforce, Gainsight, Data Analysis, Relationship Management, churn mitigation, strategic consulting
**Posted:** 2026-07-23

> Senior Customer Success Manager responsible for owning customer success plans, acting as a trusted advisor to C-level executives, driving value realization, and mitigating churn for enterprise healthcare clients using PointClickCare solutions. Requires SaaS customer success experience focused on enterprise accounts, strong relationship building, and data analysis skills.

## Job Description

## Key Responsibilities
- Own and deliver joint customer success plans to build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes.
- Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross-functional collaboration.
- Leverage customer success methodology to provide a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
- Provide early warning and turnaround strategies focused on customer health and churn mitigation. Act as a point of escalation when required, help manage customer expectations, and develop save plans for at-risk accounts.

## Minimum Qualifications
- Passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for 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 managing a book of business, primarily focused on Enterprise customers.
- Proven track record of sustaining and growing relationships.

## Preferred Qualifications
- Exceptional relationship builder accustomed to taking initiative in fast-paced environments.
- Strong written and oral communication and presentation skills, plus the ability 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 and experience using a CRM tool (Salesforce and/or Gainsight).

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