Sr. Customer Success Manager

The Role PointClickCare is seeking a Senior Enterprise Customer Success Manager to serve as a strategic advisor to some of the nation's leading healthcare organizations. This role is responsible for managing complex enterprise relationships across health systems, health plans, Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), provider networks, and value-based care organizations.
This is not a traditional customer success role. The successful candidate will operate as a trusted executive partner to senior healthcare leaders, helping customers achieve strategic, operational, financial, and clinical outcomes through effective adoption and optimization of PointClickCare solutions.
The ideal candidate combines strong customer success expertise with deep healthcare domain knowledge and experience navigating highly matrixed healthcare organizations. They must be comfortable engaging executive stakeholders, influencing strategic decisions, and driving measurable value realization across large enterprise accounts.
Experience supporting value-based care initiatives, population health programs, care coordination strategies, and payer-provider collaboration models is strongly preferred. Knowledge of post-acute care workflows, Skilled Nursing Facilities (SNFs), and transitions of care is highly desirable. 
What You'll Do
• Serve as the primary strategic advisor for a portfolio of enterprise healthcare customers.
• Build and maintain relationships with executive stakeholders, including C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers.
• Develop and execute strategic account plans that drive customer outcomes, adoption, retention, growth, and long-term partnership success.
• Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs.
• Lead executive business reviews focused on business outcomes, ROI realization, strategic priorities, adoption performance, and organizational success metrics.
• Identify opportunities for operational improvement through analysis of customer performance, utilization trends, workflow adoption, and market best practices.
• Partner closely with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges.
• Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance objectives.
• Create compelling executive narratives that demonstrate measurable value, financial impact, clinical outcomes, and strategic alignment.
• Identify risk indicators early and proactively develop mitigation strategies to protect customer outcomes and retention.
• Champion customer advocacy by bringing healthcare market insights and customer feedback into product and organizational planning discussions.
Required Qualifications
• 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles.
• Experience working directly with healthcare provider organizations, health systems, health plans, physician groups, ACOs, payer-provider partnerships, or value-based care organizations.
• Demonstrated ability to build credibility and influence executive and senior leadership stakeholders.
• Strong knowledge of healthcare operations, care delivery, reimbursement models, and healthcare technology ecosystems.
• Exceptional communication, presentation, relationship-building, and stakeholder management skills.
• Strong project management, organizational, and strategic planning capabilities.
• Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization.
• Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments.
• Experience using CRM platforms and customer success technologies.
Preferred Qualifications
• Direct experience supporting Accountable Care Organizations (ACOs), Risk-Bearing Entities (RBEs), Clinically Integrated Networks (CINs), Managed Care Organizations, or other value-based care models.
• Deep understanding of population health management, quality improvement programs, healthcare performance measures, and value-based reimbursement frameworks.
• Experience working with Skilled Nursing Facilities (SNFs), post-acute providers, care transitions, discharge planning, or care coordination initiatives.
• Familiarity with PointClickCare, PAC technology, EHR platforms, interoperability solutions, or healthcare SaaS applications.
• Clinical operations, healthcare applications, consulting, or implementation experience.
• Experience leading executive-level business reviews and strategic planning sessions.
Why This Role Matters
You will help healthcare organizations transform how care is coordinated across acute, post-acute, payer, and community settings. By partnering with executive healthcare leaders and driving measurable business outcomes, you will play a critical role in advancing value-based care, improving patient outcomes, and maximizing the value customers receive from PointClickCare's industry-leading platform.
Travel
Approximately 30% travel, including customer-facing engagements, industry events, and occasional travel to PointClickCare offices and leadership meetings.
Ideal Candidate Profile
The strongest candidates will bring:
• Enterprise Customer Success experience managing complex healthcare accounts.
• Executive presence and comfort engaging C-suite stakeholders.
• Practical experience with ACOs, value-based care, payer-provider collaboration, and population health.
• Strong understanding of healthcare delivery across acute, post-acute, and community settings.
• Experience working with SNFs and post-acute networks as a significant differentiator.
• A consultative mindset with the ability to translate technology capabilities into measurable business outcomes.