Director of Customer Success
paytronizSalary not specified
- Full Time
- Senior (5 to 8 years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Healthcare Software, HealthTech, SaaSIndustries
Requirements
Candidates should possess a track record of successfully leading enterprise/SaaS customer success teams, an understanding of the healthcare industry, particularly acute and provider areas, and strong experience in roles with accountability over metrics and/or P&L. Preferred experience includes accountability for net revenue retention and customer value and health, and an understanding of how to translate product to solution to value, supporting NPS and KLAS scores. Strong judgment on when and how to escalate, strategic thinking, and the ability to partner with stakeholders are also required.
Responsibilities
The Director of Customer Success will drive customer value and growth by being a customer's strategic partner and advisor, understanding their goals and developing action plans to achieve them. They will manage customer churn, increase customer satisfaction, and foster strategic client relationships. The role involves team management, including recruiting, coaching, and developing Customer Success Managers, as well as close alignment with internal stakeholders such as sales and professional services to support growth and market expansion initiatives. The Director will prepare weekly and monthly reporting requirements to align performance and identify improvement opportunities.
Skills
Customer Success Management
Client Relationship Building
Strategic Planning
Churn Reduction
Data Analysis
Team Leadership
Account Management
Industry Trends Analysis
Customer Satisfaction
NPS Improvement
PointClickCare
Cloud-based EHR solutions for senior care
About PointClickCare
PointClickCare provides cloud-based software solutions specifically designed for the senior care sector, including skilled nursing facilities, senior living communities, and home health agencies. Its main product, Harmony, is an integrated care coordination platform that helps manage patient transitions from hospitals to post-acute care facilities. Harmony allows healthcare providers to exchange clinical data, which improves care coordination and patient outcomes by offering real-time insights and analytics. Unlike many competitors, PointClickCare's platform integrates with other healthcare systems, enhancing data exchange and interoperability. The company's goal is to improve operational efficiency and quality of care for senior care providers through its subscription-based model, which also includes training, support, and consulting services.
Mississauga, CanadaHeadquarters
2000Year Founded
$220MTotal Funding
GRANTCompany Stage
Enterprise Software, HealthcareIndustries
1,001-5,000Employees