# (US) Customer Success Manager - Great Lakes

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Customer Success
**Salary:** $95k – $106k/yr
**Skills:** Salesforce, Gainsight, CRM, Ehr, SaaS Platforms, Account Planning, Business Reviews
**Posted:** 2026-05-18

> Manage and grow client relationships for PointClickCare's healthcare SaaS solutions in the Great Lakes region. Drive adoption, retention, and expansion through strategic account planning, business reviews, and cross-functional collaboration.

## Job Description

## 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.

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