PointClickCare

Cloud-based EHR platform for post-acute care

Scaled Customer Engagement Manager

Customer SuccessPosted on Nov 11

ContractCA$59 - CA$74 /hr

About the Job

Requirements

At least 3 years of experience in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role.
Experience designing or executing one-to-many programs such as email campaigns, webinars, in-app messaging, or community programs.
Strong written communication and the ability to tailor messages to different audiences and roles.
Working proficiency with a customer relationship management or customer success platform such as Salesforce or Gainsight.
Excel-based data analysis skills.
Ability to interpret product usage and engagement data to drive action.
Strong organization and project management skills across multiple concurrent programs and deadlines.
Presentation skills.

Responsibilities

Own the build and delivery of assigned digital programs, including segment-specific Customer Success Monthly Digests, onboarding and adoption journeys, renewal and risk-mitigation campaigns, and Digital Customer Success Reviews, using Gainsight Journey Orchestrator and Pendo Orchestrate; adapt content to customer segment, maturity, and use case.
Analyze usage, health, and engagement data to identify trends or red flags; use segmentation and automation to trigger appropriate engagement; A/B test and adjust content; and build custom dashboards to track program KPIs.
Help plan and present digital customer events, including user groups, webinars, office hours, and training sessions.
Create and maintain digital content, including articles, guides, and videos, that explain core workflows and solution value in customer terms.
Coordinate with CSMs, Marketing, Product, Support, and Sales to align messaging and timing; share customer feedback and themes with Product and Marketing; and document program objectives, outcomes, and next steps.
Experiment with new approaches, including AI-assisted content and personalization, share results with the team, and recommend practices or tools that streamline workflows.

Desired Qualifications

Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools.
Experience in healthcare technology, post-acute, senior living, or acute and payer markets.
Experience using AI tools to personalize communications and scale engagement.
Basic HTML, email-builder, or design skills.

Salary Range: 59 to 74 (Currency: CAD) (Pay period: per-hour-wage)

Scaled Customer Engagement (SCE) is a small, high-impact team within Digital Customer Success that delivers one-to-many engagements for PointClickCare customers across all our market segments in Senior Care and Acute & Payer. The team works both remotely and in a hybrid model, partnering closely with CSMs, Marketing, Product, and Support. SCE owns programs such as the Customer Success Monthly Digests, Digital Customer Success Reviews, and Gainsight Journey Orchestrator and Pendo Orchestrate programs (for adoption, retention, and CSM-led events), giving every customer—not only the largest—a consistent, data-informed path to value. Working on our team provides a unique opportunity to help build a scaled CS motion, including automation and AI, at one of healthcare's leading platforms.

The Scaled Customer Engagement Manager drives adoption, retention, and value realization for a large customer base through scalable, data-informed, one-to-many programs. Applying solid knowledge of PCC solutions and the industry, the SCE Manager customizes established strategies into digital journeys, communications, and events, and partners cross-functionally to execute them. The role exists so that every PointClickCare customer receives proactive, consistent engagement—extending the reach of the CSM team and contributing to NRR and controllable-churn goals.

Work Location: Remote or hybrid, with periodic in-person collaboration.

Key Responsibilities

Deliver scaled programs end to end: Owns the build and delivery of assigned digital programs (e.g., segment-specific Customer Success Monthly Digests, onboarding/adoption journeys, renewal, risk-mitigation campaigns, and Digital Customer Success Reviews) using Gainsight Journey Orchestrator and Pendo Orchestrate; adapts content to customer segment, maturity, and use case.
Use data to target and optimize: Analyzes usage, health, and engagement data to identify trends or red flags; uses segmentation and automation to trigger the right engagement at the right time; A/B tests and adjusts content; builds custom dashboards to track program KPIs.
Engage customers one-to-many: Helps plan and present digital customer events (user groups, webinars, office hours, and training sessions); creates and maintains digital content (articles, guides, videos) that explains core workflows and solution value in customer terms.
Collaborate cross-functionally and advocate for customers: Coordinates with CSMs, Marketing, Product, Support, and Sales to align messaging and timing; shares customer feedback and themes back to Product and Marketing; documents program objectives, outcomes, and next steps.
Continuous improvement: Experiments with new approaches on a small scale (including AI-assisted content and personalization), shares results with the team, and recommends better practices or tools that streamline workflows.

Minimum

3+ years in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role
Experience designing or executing one-to-many programs (email campaigns, webinars, in-app messaging, or community)
Strong written communication; able to tailor messages to different audiences and roles
Working proficiency with CRM / CS platforms (Salesforce, Gainsight, or similar) and Excel-based data analysis
Ability to interpret product usage and engagement data to drive action
Strong organization and project management across multiple concurrent programs and deadlines
Excellent presentation skills

Preferred

Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools
Experience in healthcare technology, post-acute, senior living, or acute/payer markets
Experience using AI tools to personalize communications and scale engagement
Basic HTML/email-builder or design skills

About the Company

PointClickCare

Cloud-based EHR platform for post-acute care

PointClickCare provides cloud-based software for senior care with a focus on electronic health records and care coordination. Its flagship Harmony platform connects post-acute care providers with acute care hospitals, enabling seamless exchange of clinical data to coordinate patient transitions. Harmony leverages a large post-acute care data cloud to deliver real-time insights and analytics that support informed decisions. The business runs on a subscription model, with additional revenue from training, support, and consulting, and it can integrate with other systems (such as Salesforce) to improve data interoperability. Compared with competitors, PointClickCare stands out by specializing in post-acute and senior-care settings, offering a broad data cloud and real-time analytics to drive better patient outcomes and operational efficiency. The company’s goal is to help healthcare organizations in senior care improve patient outcomes and streamline care coordination and delivery.

Company size: 1,001-5,000
Company stage: Grant
Total funding: $226.2M
Headquarters: Mississauga, Canada
Founded: 2000

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