(US) Sr. Provider Customer Success Manager

About the role

This position is centered on establishing robust, trust-based partnerships with healthcare providers, functioning as a trusted advisor who guides them toward achieving optimal outcomes from PointClickCare solutions. The successful candidate will immerse themselves in the operational workflows of client organizations to uncover specific challenges and opportunities for growth. You will be responsible for translating complex product capabilities into clear, actionable strategies that align directly with the strategic goals of each healthcare provider. A core part of this position involves anticipating client needs and proactively offering solutions that enhance efficiency and care delivery. You will act as a bridge between the client's operational reality and our product suite, ensuring that the technology is leveraged to its full potential. This position requires a consultative mindset, where you diagnose issues, recommend improvements, and demonstrate tangible value on an ongoing basis. You will own the narrative of success for your assigned accounts, ensuring that the relationship delivers measurable benefits for both the client and PointClickCare. Through consistent communication and deep engagement, you will foster an environment where clients feel supported and empowered to achieve their mission-driven objectives.

What you'll do

• Act as the central liaison and primary contact for assigned provider clients, managing all strategic communications and relationship health.
• Conduct in-depth analysis of client performance metrics and operational data to pinpoint inefficiencies and opportunities for enhancement.
• Design, develop, and oversee the execution of comprehensive long-term account plans that are tailored to specific client goals.
• Drive product adoption and proficiency by creating and delivering targeted training and enablement programs aligned with business objectives.
• Identify and document best practices and success metrics, then leverage these insights to optimize client workflows and outcomes.
• Orchestrate and lead collaborative sessions where clients can share knowledge, discuss challenges, and celebrate mutual successes.
• Translate complex product features and clinical workflows into clear, accessible language that resonates with diverse healthcare stakeholders.
• Monitor client engagement and satisfaction levels, intervening early to address concerns and maintain strong retention.
• Collaborate closely with internal product, sales, and support teams to gather feedback and influence future product roadmaps.
• Develop and maintain detailed documentation of client interactions, progress, and key decisions to ensure continuity and strategic alignment.
• Assess the impact of implemented strategies through data review and adjust approaches to maximize return on investment for clients.
• Serve as an internal advocate for the client voice, ensuring that operational realities are reflected in company decisions and updates.
• Coordinate travel and logistics for necessary on-site visits, particularly within the Southeastern US and occasional trips to Toronto, Canada.
• Maintain a thorough understanding of the competitive landscape to position PointClickCare as the superior provider of solutions.

Requirements

• Possess 2-5 years of professional experience specifically within the healthcare sector, with a focus on health systems, hospitals, or acute care environments.
• Demonstrate a proven track record of working directly with healthcare organizations and understanding their unique operational contexts.
• Exhibit strong written and verbal communication skills, capable of conveying complex information clearly to diverse audiences.
• Display excellent organizational, project management, and time management capabilities to handle multiple priorities in a fast-paced setting.
• Show a proven ability to build and maintain relationships, collaborating effectively with cross-functional teams and stakeholders.
• Apply strategic thinking and analytical skills to diagnose problems and develop proactive, data-informed solutions.
• Commit to a mindset that is highly organized, detail-oriented, and capable of managing complex accounts remotely.
• Be prepared to travel approximately 30% of the time, primarily within the Southeastern United States, with occasional international travel to Toronto, Canada.

Nice to have

• Bring experience with clinical delivery processes or relevant clinical applications to deepen your impact with clients.
• Show familiarity with SaaS platforms or Electronic Health Record (EHR) systems to better understand the technical environment.

Skills & tools

• Demonstrate expertise in using CRM tools to manage complex relationship data and track engagement history.
• Apply strategic thinking to develop high-level plans that align client success with business growth.
• Utilize analytical skills to interpret performance data and derive actionable insights for client improvement.

Practical notes

• This position requires approximately 30% travel, primarily within the Southeastern US, with occasional trips to Toronto, Canada.
• Visa sponsorship is explicitly not available for this role, meaning only candidates who already possess the right to work in the United States should apply.
• The engagement is a full-time position operating under an exempt status, with a base salary range of $118,000 to $132,000, supplemented by a performance-based bonus and a comprehensive benefits package.
• The role is fully remote, allowing the successful candidate to work from any location within the United States while maintaining close collaboration with the distributed team.
• Success in this role depends on the ability to consistently represent the company with professionalism and empathy, ensuring that every client interaction reinforces the brand promise of excellence and partnership.
• All communication will be conducted in English, and the candidate must be comfortable engaging with stakeholders across various time zones within the US and Canada.
• The ideal candidate will be a self-starter who thrives in an environment with minimal direct supervision, relying on discipline and integrity to drive results.
• This role offers a unique opportunity to shape the client experience from the ground up, with direct influence on how healthcare providers perceive and utilize our technology.
• You will be expected to meet quarterly and annual targets related to client satisfaction, retention, and expansion, requiring a proactive approach to identifying needs.
• Continuous learning about healthcare industry trends and best practices is essential to remain effective in advising clients and positioning solutions effectively.