Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Leading customer success for PointClickCare’s healthcare SaaS platform across Acute and Payer segments. Driving retention, expansion, executive relationships, and measurable customer outcomes.
Responsibilities
- Lead and execute retention and growth strategy for Acute and Payer customers, accountable for NRR, GRR, expansion revenue, customer health, and portfolio performance
- Define and operationalize customer success frameworks, including health scores, executive business reviews, success planning, risk identification, and proactive retention motions
- Manage and grow a customer portfolio representing approximately $112M in ARR
- Lead Customer Engagement Transformation initiatives, customer success program enhancements, value delivery frameworks, and scalable operating models
- Align Customer Success with go-to-market strategies to support renewals, customer advocacy, and expansion opportunities
- Establish cross-functional customer risk reviews and ensure customer-impacting issues are escalated and resolved
- Champion strategic AI adoption in team strategy, operating models, productivity, and decision-making
- Build, develop, and inspire a Customer Success organization of approximately 25 team members
- Recruit, mentor, and retain talent through performance expectations, coaching frameworks, career pathways, and accountability culture
- Design organizational structures, account coverage models, and customer engagement approaches
- Build executive relationships across health systems, hospitals, payer organizations, and convenors
- Partner with Product Management on customer feedback, roadmap priorities, and enhancements
- Collaborate with Professional Services, Implementation, Support, Finance, Legal, and Sales
- Represent PointClickCare at industry events, customer forums, and executive engagements
Requirements
- Bachelor’s degree required
- 10+ years of Customer Success, Account Management, or related leadership experience
- At least 5 years leading Customer Success teams in a complex B2B SaaS environment
- Demonstrated success driving retention, expansion, NRR, and GRR outcomes across large, multi-stakeholder customer portfolios
- Experience building, scaling, and transforming Customer Success organizations
- Strong executive presence and ability to build C-suite relationships
- Commercial acumen and experience partnering with Sales on renewals, customer growth, and revenue outcomes
- Ability to collaborate cross-functionally across Product, Sales, Implementation, Professional Services, and Support
- Experience with customer success and CRM platforms such as Gainsight and Salesforce
- Deep understanding of acute care and/or payer healthcare landscapes, market dynamics, regulatory considerations, reimbursement models, and customer operational challenges
- Ability to learn new technologies, adapt to evolving priorities, and lead in a fast-paced environment
- MBA or advanced healthcare-related degree considered an asset
- Preferred: 10+ years of U.S. healthcare payer, provider, and convenor experience
Benefits
- Competitive base salary + bonus + benefits
- Benefits starting from Day 1
- Retirement Plan Matching (RRSP & 401K)
- Flexible Paid Time Off
- Lifestyle/Wellness Spending Account
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Learning Programs & Resources
- Employee Recognition
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