Sr. Customer Success Manager, Enterprise

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 PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions.
• Provide early warning and turnaround strategies that focus on customer health and churn mitigation.
• Act as a point of escalation, manage customer expectations, and develop save plans for at-risk accounts.

Requirements

• 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.
• 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.
• Experience using a CRM tool (Salesforce and/or Gainsight).