Remote (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; 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 expectations** For 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. 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. 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, · providing ongoing consultative support 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 Support churn reduction, both for organizations and products Support revenue expansion and improvement of bookings metrics Other criteria as determined by CSM Leadership team Prior health plan experience Exposure to health care organizations required Excellent organizational, project management & time management skills Experience with SaaS or EHR is a definite asset Strong entrepreneurial spirit is a strong bonus $The US base salary rangefor this position is $95,400 - $106,000 (Exempt)+ bonus + benefits. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. The US base salary rangefor this position is $95,400 - $106,000 (Exempt)+ bonus + benefits. The range displayed on each job posting reflects the target for new hire salaries for the position across all USlocations. LI-SG1 #LI-Remote Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities 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. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy . When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. 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. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us.