Vice President, Customer Success

About the role

The Vice President, Customer Success owns the strategic direction and operational performance of post-sale customer relationships for PointClickCare's Acute and Payer segments. This leader is accountable for owning a multi-million dollar portfolio, translating customer needs into actionable strategies that drive retention and expansion. They will establish a scalable customer success framework that embeds AI as a core enhancer of productivity and decision-making. This role requires building and leading a high-performing team while forging strong executive relationships with customers to ensure measurable outcomes. The Vice President will partner closely with Sales, Product, and Professional Services to align customer success with broader business objectives. They will champion a human-first, AI-augmented approach to care transformation that reflects the company's mission. Ultimately, this leader ensures that customers realize tangible value, driving Net Revenue Retention and Gross Revenue Retention growth.

Key facts

What you'll do

Execute a comprehensive retention and growth strategy for Acute and Payer customers, taking full ownership of Net Revenue Retention, Gross Revenue Retention, and expansion revenue targets.

Operationalize customer success frameworks by designing health score models, executive business reviews, success planning, and proactive risk identification processes.

Manage a customer portfolio representing approximately $112M in ARR, driving engagement, value realization, and strategic relationship management.

Lead Customer Engagement Transformation initiatives to enhance customer success programs, value delivery frameworks, and scalable operating models.

Align customer success strategies with go-to-market plans in collaboration with Sales and Revenue leadership to support renewals, advocacy, and expansion.

Establish and facilitate cross-functional customer risk reviews to identify and resolve customer-impacting issues efficiently while driving accountability.

Champion the strategic adoption of AI by embedding intelligent tools into team strategies, operating models, and productivity initiatives.

Build, develop, and inspire a high-performing Customer Success organization of approximately 25 team members across Enterprise and Mid-Market segments.

Recruit, mentor, and retain top talent by setting clear performance expectations and fostering a culture of continuous learning and innovation.

Define and implement customer success metrics, dashboards, and reporting mechanisms to provide insight and drive data-informed decisions.

Collaborate with Product and Engineering teams to translate customer feedback into actionable product improvements and roadmap priorities.

Develop and oversee training programs that ensure customers fully utilize PointClickCare's solutions to achieve their desired outcomes.

Partner with Professional Services to optimize implementation timelines, adoption rates, and overall customer satisfaction.

Act as a strategic advisor to executive leadership, providing insights on customer trends, competitive landscape, and portfolio health.

Requirements

Must reside in or be eligible to work in the USA (Remote) or Canada (Remote or Mississauga Hybrid).

Must be able to travel to Mississauga and/or Salt Lake City offices for onboarding, team events, and semi-annual or annual team meetings as required for Remote roles.

For Hybrid roles, must reside within commutable distance to the assigned office and attend weekly, bi-weekly, or monthly office events.

Possess a proven track record of leading customer success organizations in the healthcare or SaaS sector.

Demonstrate extensive experience in managing large customer portfolios with multi-million dollar ARR responsibilities.

Showcase expertise in developing and executing customer success strategies that improve retention, expansion, and revenue growth.

Have a strong background in building frameworks for health scoring, risk management, and executive business reviews.

Exhibit exceptional leadership skills in recruiting, mentoring, and developing high-performing teams.

Display outstanding communication and influencing skills at the executive level with both customers and internal stakeholders.

Nice to have

Experience with AI integration strategies within customer success operations.

Knowledge of healthcare long-term and post-acute care datasets and regulatory environments.

Familiarity with PointClickCare's Marketplace of integrated partners and platform capabilities.

Practical notes

Travel to the Mississauga and/or Salt Lake City office may be required for remote roles.

Hybrid roles require residence within commutable distance and participation in scheduled office events.

This role reports to the Senior Vice President, Customer Success & Support.