Customer Success Manager, Physician Groups

About the company

PointClickCare is a privately held, founder-led health technology company focused on helping care providers deliver better outcomes. The company supports more than 30,000 provider organizations through its platform, which is backed by the industry’s largest long-term and post-acute care dataset and a marketplace of 400+ integrated partners. A meaningful share of revenue is reinvested into research and development, giving teams the tools to build and improve healthcare solutions at scale.

The organization is recognized for its strong culture, innovation focus, and flexibility. It encourages employees to work with AI as part of everyday workflows to improve creativity, productivity, collaboration, and decision-making. Hiring and development practices are also designed to strengthen AI capability across the employee journey.

Role overview

The Customer Success Manager will report to the Director, Customer Success and will own strategic relationships with physician groups customers using PointClickCare’s EHR solution. The role is centered on helping clients maximize product value, strengthen adoption, identify growth opportunities, and reduce churn while maintaining a high level of customer advocacy. This position is remote, but it includes travel to client sites as needed.

The role is expected to involve 30% to 50% travel. For remote employees, in-person travel to the Mississauga and/or Salt Lake City office will still be required for onboarding, team events, and semi-annual or annual meetings.

Key responsibilities

The role focuses on managing executive-level customer relationships, driving product adoption, and supporting retention and expansion outcomes. Success in this position requires a consultative approach, strong communication skills, and the ability to operate across multiple internal and external teams.

Compensation and benefits

The Canada base salary for this role is $85,000 to $95,000 annually, plus bonus and benefits. Final pay is based on job level, location, relevant experience, and job-related expertise.

Benefits are available from day one and include retirement plan matching, flexible paid time off, wellness support programs and resources, parental and caregiver leave, fertility and adoption support, continuous development support, an employee assistance program, allyship and inclusion communities, and employee recognition programs.

Additional information

This role requires adherence to company information security policies and procedures. Applicants should also be aware that AI tools may be used to assist with parts of the hiring process, including screening and assessment, while final hiring decisions remain human-led.

PointClickCare is committed to equal employment opportunity and welcomes applicants with disabilities. Accommodations are available upon request throughout the hiring process.

Application data may be processed and stored with Lever for current and future hiring consideration. Candidates may request access, correction, or deletion of their information by contacting the company’s human resources team.

Travel to office expectations apply to remote roles, and remote employees should expect occasional in-person activities tied to onboarding and team collaboration.

What success looks like

The person in this role will be expected to strengthen customer relationships at multiple levels, facilitate business reviews, guide clients toward measurable outcomes, support account health, and contribute to net revenue retention and expansion targets. The position also includes mentoring new team members and helping define strategic customer success initiatives.