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Customer Success Manager
Digital, Month Contract
Posted on 3/20/2023
Remote • Mississauga, ON, Canada
Experience Level
Desired Skills
Data Analysis
Power BI
  • Data-driven, inquisitive, you have a strong technical aptitude for systems and data. Experience specifically with Gainsight, Salesforce, and Power BI would be an asset
  • Outcome oriented, always keeping in mind and seeking clarity on goals and key results
  • Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
  • Strong writing skills - ability to craft compelling content that sells and inspires action
  • Excellent organizational, project management & time management skills
  • Strong relationships, teamwork, and collaboration capabilities
  • Ability to thrive in ambiguous situations - ask the right questions and seek out the answers
  • Organized and efficient - you take on complex projects and own them from start to finish
  • Prior healthcare sales/account management experience
  • Experience with EHR (Electronic Health Records) is a definite asset
  • Build strategy, systems and execution plan, and vision for the most effective ways to communicate key benefits of PointClickCare at the relevant stages of the customers' lifecycle across channels (e.g., email, virtual events, in-product)
  • Develop and optimize plays/campaigns to drive adoption and retention, with a primary focus on highly targeted, behavior-triggered email campaigns
  • Develop compelling content that is personalized and prescriptive to inspire and engage customers
  • Develop cross-functional relationships with internal go to market teams to coordinate and engage on solutions
  • Maintain consistency with the PointClickCare brand, voice, tone and visual aesthetics throughout the customer journey communications
  • Create, maintain, and update content to stay relevant to customers
  • Leverage and analyze customer data, including product usage and campaign engagement analytics, to find opportunities for improving customer experience and to create highly targeted segments and communication paths - ensuring messages are sent to the right people, at the right time, through the right channel
  • Measure the impact of customer messaging programs, report on findings, optimize and test existing campaigns, and propose new high-impact campaigns
  • Reduce churn, both for organizations (logo's) and products through increased product adoption and engagement
  • Revenue expansion and improvement of bookings metrics by connecting customer challenges to solutions
  • Ensure a positive customer experience is reflected in the NPS (Net Promoter Scores) scores
  • Maintains an advanced understanding of PointClickCare's products & services, industry knowledge and trends to drive customer engagement
  • Other criteria as determined by the Leadership team

1,001-5,000 employees

Cloud-based healthcare software provider
Company Overview
PointClickCare's mission is to advance healthcare technology and make a meaningful impact on the lives of millions. The company is a market leader driving the transformation of healthcare vulnerable and complex populations through a broad, connected care network powered by deep insights with a commitment to value, outcomes and innovation.
  • Competitive financial rewards & equity potential
  • Comprehensive benefits available from day 1
  • Midweek mingles with free lunch
  • Wellness spending account
  • Retirement savings plan with employer match
  • Flexible PTO
  • Hybrid work models
  • Parental leave
  • Family planning support
  • Training & development programs
  • Corporate discounts program
  • Summer half-day Fridays
  • Health & wellness programs
Company Core Values
  • People
  • Passion
  • Performance