(US) Customer Success Manager - Great Lakes

Key Responsibilities

• Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas (administration, IT, clinical, financial, etc. including C-Suite).
• Speak to all market segments/lines of business and make recommendations that impact the business holistically.
• Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals.
• Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement.
• Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful outcomes.
• Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of solutions.
• Work with clients to understand their objectives and align those with PCC solutions.
• Consult with clients to solve problems by having value-based conversations.
• Work cross-functionally with internal teams to advocate on behalf of customers, maximize expansion, adoption, and retention.
• Work closely with Account Executives to identify and uncover sales expansion opportunities.
• Proactively provide early warning and turnaround strategies to mitigate churn.
• Act as a point of escalation to manage customer expectations and develop Save plans for at-risk accounts.
• Meet and exceed KPIs while maintaining strong client relationships.
• Complete CSM Certification within 12-months of hire.

Required Experience

• Experience in a Customer Success role managing a book of business in the healthcare SaaS space.
• Strong customer orientation focused on delivering customer outcomes.
• Exceptional relationship builder accustomed to taking initiative in fast-paced environments.
• Proven track record of sustaining and growing relationships and delivering results.
• Excellent communication and presentation skills.
• Good analytical and problem-solving skills.
• Strong leadership ability and collaborative working style.
• Experience using a CRM tool (Salesforce and/or Gainsight).

Preferred Experience

• EHR experience.
• Long-term post-acute care domain knowledge.
• Experience presenting to and building relationships with executives.