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 organization serves more than 30,000 provider organizations through a large long-term and post-acute care data platform and a marketplace of 400+ connected partners. It invests heavily in research and development, with the goal of building practical innovations that improve healthcare delivery at scale.

The company positions itself as a human-centered, AI-enabled workplace where employees are encouraged to innovate, learn, and make a meaningful difference. It has been recognized by Forbes as a leading private cloud company and has also been named among Canada’s Most Admired Corporate Cultures.

Role overview

This remote Customer Success Manager position supports the EHR for Practice Groups product and reports to the Director of Customer Success. The role is focused on building strong client partnerships, helping customers realize value from the platform, and driving adoption, retention, and expansion. The ideal candidate brings a consulting mindset, comfort with senior stakeholders, and the ability to influence business decisions at the executive level.

The position requires 30-50% travel to customer locations. For remote roles, occasional travel to the Mississauga and/or Salt Lake City office is expected for onboarding, team events, and semi-annual or annual meetings.

Key responsibilities

The Customer Success Manager is expected to manage strategic customer relationships, create value-based engagement plans, and collaborate across internal teams to improve customer outcomes. The role also includes handling escalations, supporting renewal and expansion efforts, and representing the voice of the customer within the company.

Experience and qualifications

Applicants should have experience working in a customer-facing role at a SaaS or technology company, along with background in healthcare sales, account management, or customer success, ideally with senior living or housing customers and a book of business made up largely of top-tier accounts. Strong relationship-building ability, data analysis skills, and polished presentation and communication skills are important. Candidates should be comfortable working independently in a remote setting, show initiative in fast-moving environments, and bring a collaborative, self-driven attitude.

Compensation and benefits

The US base salary range for this role is $95,000 to $106,000 annually, plus bonus and benefits. Total rewards vary by job level, experience, skills, knowledge, and work location.

Benefits begin on 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, employee assistance, allyship and inclusion communities, employee recognition, and more.

Equal opportunity, privacy, and security

The company provides equal employment opportunity and does not discriminate on the basis of race, religion, national origin, age, sex, sexual orientation, gender identity or expression, marital or civil partnership status, disability, veteran status, genetic information, or any other protected status. Candidates with disabilities may request accommodations during the hiring process.

Applicant information is processed and stored using a third-party recruiting system in line with its privacy policy and may be retained for future opportunities. The company also notes that AI tools may be used in parts of the screening and assessment process, but human judgment remains responsible for final hiring decisions.

If hired, employees are expected to follow the company’s information security policies and procedures and take every reasonable step to protect confidential and sensitive information.

Additional expectations

Selected candidates are expected to complete CSM certification within 12 months of joining.

This role is intended for professionals who are committed to improving care delivery in acute and post-acute markets and are motivated by work that supports vulnerable populations.

Travel and work arrangement notes

Remote employees may still need to attend in-office events tied to onboarding, team meetings, and other key gatherings. Hybrid roles require living within a commutable distance to the assigned office, though this position is structured as remote.

Compensation details repeated by employer

The employer reiterates that the US base salary range is $95,000 to $106,000 per year, plus bonus and benefits. Final pay is based on job-related skills, relevant experience, and work location.