(US) Customer Success Manager - Health Plan (Great Lakes)

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Travel to Office expectationsFor Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Health Plan Customer Success Managers are responsible for providing world-class strategic partnerships to our end clients. This role will serve as a trusted advisor to the customer, ensuring a deep knowledge of the customers’ business enabling us to provide value added solutions. This CSM should possess Health Plan domain knowledge as well as a strong understanding of how Health Plans operate to facilitate an optimal CSM-customer partnership. Clinical delivery or applications experience is a bonus.Customer Success Managers for Health Plan ensure optimal adoption of Collective Medical’s technology, align our product’s capabilities with organizational goals, and maintain long term strategic relationships. In this role you serve as the primary point of contact with responsibilities that include: · Identification of performance improvement opportunities and scaling out best practices,· building long-term account plans and execution,· Identification of training + education needs,· reconciling business and product challenges,· working with the market leadership on market or other relevant initiatives,· providing ongoing consultative supportDay-to-day responsibilities include:

• 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 our customers to drive solution adoption, ensure they’re aligned to operational priorities and driving quantifiable value 

• Develop and deliver product utilization narratives such that customers understand their return on investment, and identify new opportunities for adoption + value realization

• Maintain customer engagement levels and support customer NPS scores

• Maintain an 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, both for organizations and products

• Support revenue expansion and improvement of bookings metrics

• Other criteria as determined by CSM Leadership team

Required Experience:

• Prior health plan experience

• Exposure to health care organizations required

• Strong written and verbal communication skills

• Excellent organizational, project management & time management skills

• Strong relationships, teamwork, and collaboration capabilities

• Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions

• Post-secondary education required

• Experience with SaaS or EHR is a definite asset

• Strong entrepreneurial spirit is a strong bonus

At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $95,400 - $106,000 (Exempt)+ bonus + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process. #LI-SG1 #LI-Remote

PointClickCare Benefits & Perks:

Benefits starting from Day 1!Retirement Plan Matching Flexible Paid Time OffWellness Support Programs and ResourcesParental & Caregiver LeavesFertility & Adoption SupportContinuous Development Support ProgramEmployee Assistance Program Allyship and Inclusion CommunitiesEmployee Recognition … and more! It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com  PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.