Director, Customer Success - Acute & Payer

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: $162,000 - $180,000 a year (plus bonus, equity, and benefits)

Reporting to the VP, Customer Success, the Director of Customer Success will be responsible for the success, value realization, and growth of Acute & Payer (A&P) clients across the US and Canada. This position will lead, coach, and manage a team of Customer Success Managers and serve as a first point of escalation as needed. This team is responsible for supporting our Acute (Provider) enterprise and strategic customers. This position will be remote and will manage a team that is also remote. Travel to client locations and to corporate offices in Salt Lake City, Utah, and Toronto, Ontario, Canada may be required.

Key Responsibilities

• Drive customer value and growth:
  • Accountable for customer value realization and ROI of PointClickCare's solutions.
  • Drive Net Revenue Retention (NRR) and customer value and health for a specific customer portfolio.
  • Understand customers' strategic and organizational goals, and develop measurable action plans to help customers achieve set goals and remove barriers.
• Be customers' strategic partner and advisor:
  • Build and foster strategic client relationships within the market.
  • Gather valuable feedback from clients and market insights for product, marketing, sales, and internal stakeholders.
  • Understand industry trends and the landscape of the territory.
  • Cultivate reference sites within the market and active participants on the Customer Advisory Board.
• Manage and reduce customer churn:
  • Support adoption, increased utilization, and growth within the market segment.
  • Understand, measure, manage, and own churn risk.
  • Provide early warnings with strategic and tactical plans to mitigate churn.
  • Drive customer satisfaction and increase NPS.
  • Manage team KPIs through the use of data/tools.
  • Prepare weekly and monthly reporting requirements to align performance and identify best practices and performance improvement opportunities.
• Close alignment & partnership with internal stakeholders:
  • Advance internal cross-functional relationships to collaborate on achieving organizational goals.
  • Support and align with sales to drive growth and market expansion initiatives.
  • Serve as the primary point of contact for internal strategic plans and execute where needed.
• Team Development & Mentorship:
  • Recruit, coach, and develop customer success managers, fostering a world-class team.

Qualifications & Skills

• Track record of successfully leading enterprise / SaaS customer success teams.
• Understanding of the healthcare industry, specifically acute and provider areas.
• Health Tech background and experience strongly preferred.
• Experience in roles with accountability over metrics and/or P&L.
• Experience in accountability for net revenue retention and customer value and health.
• Understands how to translate product to solution to value, helping to support NPS and KLAS scores.
• Strong collaborator who will work with sales, professional services, and other leaders to ensure success across the business value stream.
• Strong judgment on when and how to escalate.
• Strategic thinker who can partner with stakeholders on how to approach and drive success in the state.
• Quick study on market dynamics who can grasp the complicated dynamics of our customers.
• Strong people manager that can motivate the team.
• Solution-oriented, proposing solutions and working collaboratively to execute them.

Company Information

At PointClickCare, base salary is one of many components that make up our total rewards package. The US base salary range for this position is $162,000 - $180,000 + bonus + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience.