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

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 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.

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 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
• 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

• 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 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.