# Customer Success Manager

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Customer Success
**Salary:** $95k – $106k/yr
**Skills:** health plan, healthcare, SaaS, ehr, Customer Success, Account Management, Strategic Planning, Data Analysis, Project Management
**Posted:** 2026-07-17

> Customer Success Manager serving as trusted advisor to health plan clients. Drives technology adoption, identifies performance improvements using data, builds strategic account plans, and delivers quantifiable value and ROI.

## Job Description

## Responsibilities
- Own strategic partnerships with clients, acting as the primary point of contact.
- Proactively identify customer performance improvement opportunities leveraging robust data.
- Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration.
- Act as a trusted advisor to customers to drive solution adoption, ensure alignment to operational priorities, and drive quantifiable value.
- Develop and deliver product utilization narratives to help customers understand ROI and identify new opportunities for adoption and value realization.
- Maintain customer engagement levels and support customer NPS scores.
- Maintain understanding of Collective’s products & services, industry knowledge, and trends to drive customer engagement.
- Coordinate with cross-functional teams to provide solution-focused presentations and develop territory-specific strategic plans.
- Support churn reduction for organizations and products.
- Support revenue expansion and improvement of bookings metrics.
- Identify performance improvement opportunities and scale best practices.
- Build long-term account plans and execute them.
- Identify training and education needs.
- Reconcile business and product challenges.
- Work with market leadership on market or other relevant initiatives.
- Provide ongoing consultative support.

## Requirements
- Prior health plan experience.
- Exposure to health care organizations.
- Strong written and verbal communication skills.
- Excellent organizational, project management, and time management skills.
- Strong relationship-building, teamwork, and collaboration capabilities.
- Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions.
- Post-secondary education.
- Experience with SaaS or EHR is a definite asset.

## Nice-to-Haves
- Clinical delivery or applications experience.
- Strong entrepreneurial spirit.

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