Vice President, Customer Success - Acute and Payer

Job Title: Vice President, Customer Success - Acute and Payer
Location:

• USA – Remote
• Canada – Remote
• Mississauga – Hybrid  

**Travel to Office expectations**

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Position Summary:

Reporting to the SVP, Customer Success & Support, the Vice President, Customer Success will lead PointClickCare’s post-sale customer relationships across the Acute and Payer segments. This role is accountable for driving customer retention, growth, and long-term value realization across a portfolio representing approximately $112M in ARR.

The successful candidate will establish and execute customer success strategies that improve Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and expansion revenue while fostering strong executive-level customer relationships. As a key member of the leadership team, this individual will build and lead a high-performing Customer Success organization, partner cross-functionally across Sales, Product, Professional Services, and Support, and ensure customers achieve measurable outcomes through PointClickCare’s solutions.

Key Responsibilities:

• Lead and execute a comprehensive retention and growth strategy for Acute and Payer customers, with accountability for NRR, GRR, expansion revenue, customer health, and overall portfolio performance.
• Define and operationalize customer success frameworks, including health score models, executive business reviews, success planning, risk identification processes, and proactive retention motions.
• Manage and grow a customer portfolio representing approximately $112M in ARR through strong customer engagement, value realization, and strategic relationship management.
• Lead Customer Engagement Transformation initiatives, including customer success program enhancements, value delivery frameworks, and scalable operating models that support customer outcomes and organizational growth.
• Drive Customer Success alignment with go-to-market strategies in partnership with Sales and Revenue leadership to support renewals, customer advocacy, and expansion opportunities.
• Establish and lead cross-functional customer risk reviews, ensuring customer-impacting issues are identified, escalated, and resolved efficiently while driving accountability across teams.
• Champion strategic AI adoption by embedding AI into team strategy, operating models, productivity initiatives, and decision-making practices while promoting responsible and effective use of AI technologies.
• Build, develop, and inspire a high-performing Customer Success organization of approximately 25 team members, including leaders and individual contributors across Enterprise and Mid-Market customer segments.
• Recruit, mentor, and retain top talent by establishing clear performance expectations, coaching frameworks, career development pathways, and a culture focused on accountability, collaboration, and customer outcomes.
• Design and evolve organizational structures, account coverage models, and customer engagement approaches to support the scale and complexity of Acute and Payer customers.
• Build trusted relationships with executive stakeholders across health systems, hospitals, payer organizations, and convenors, serving as a strategic advisor and escalation point for critical customer matters.
• Partner closely with Product Management to provide structured customer feedback, influence roadmap priorities, and advocate for enhancements that drive measurable customer value.
• Collaborate with Professional Services, Implementation, Support, Finance, Legal, and Sales teams to deliver seamless customer experiences and optimize long-term customer and company value.
• Represent PointClickCare at industry events, customer forums, and executive engagements, contributing thought leadership and strengthening the company’s presence within the healthcare ecosystem.

Required Skills & Qualifications:

• Bachelor’s degree required; MBA or advanced degree in a healthcare-related field is considered an asset.
• 10+ years of Customer Success, Account Management, or related leadership experience, including at least 5 years leading Customer Success teams in a complex B2B SaaS environment.
• Preferred: 10+ years of U.S. healthcare payer, provider, and convenor experience.
• Demonstrated success driving retention, expansion, NRR, and GRR outcomes across large, multi-stakeholder customer portfolios.
• Proven experience building, scaling, and transforming Customer Success organizations through periods of growth, change, and operational maturity.
• Strong executive presence with the ability to influence and build relationships with C-suite stakeholders, both internally and externally.
• Exceptional commercial acumen with experience partnering closely with Sales teams on renewals, customer growth strategies, and revenue outcomes.
• Demonstrated ability to collaborate cross-functionally and influence outcomes across Product, Sales, Implementation, Professional Services, and Support organizations.
• Experience leveraging customer success and CRM platforms such as Gainsight and Salesforce to drive data-informed decision-making and operational excellence.
• Deep understanding of the acute care and/or payer healthcare landscape, including market dynamics, regulatory considerations, reimbursement models, and customer operational challenges.
• Comfortable learning new technologies, adapting to evolving priorities, and leading teams in a fast-paced environment.

At PointClickCare, base salary is one of the many components that make up our total rewards package. This role offers a competitive base salary+ bonus + benefits, non-overtime eligible. Our salary ranges are determined by job and level. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

PointClickCare Benefits & Perks

• 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 … and more!

Equal Employment Opportunity:

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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