About this role.
PointClickCare is seeking a Customer Success Manager to serve as a trusted advisor for health plan clients in the Great Lakes region. The role involves driving adoption of Collective Medical's technology, building strategic partnerships, and identifying performance improvements. Candidates should have health plan domain knowledge and strong consultative skills. The position is remote but requires occasional travel to offices in Mississauga or Salt Lake City. PointClickCare is a leading health tech company focused on long-term and post-acute care, with a strong emphasis on innovation and AI.
Role DNA
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Job Complexity
4/5Pace & Pressure
3/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Customer Success Manager - Health Plan position at PointClickCare. With a strong background in health plan operations and a passion for leveraging technology to improve patient outcomes, I am confident in my ability to drive value for your clients. My experience includes building strategic partnerships, identifying performance improvement opportunities, and fostering collaboration across networks.
I am particularly drawn to PointClickCare's mission to transform healthcare through AI and data-driven solutions. In my previous role, I successfully managed relationships with large health plans, achieving high adoption rates and measurable ROI for stakeholders. I thrive in dynamic, fast-paced environments and am skilled at aligning product capabilities with organizational goals.
Thank you for considering my application. I look forward to the opportunity to contribute to your team and help shape the future of healthcare.
Sincerely,
[Your Name]
Sample interview questions
I have worked with several health plans, focusing on understanding their population health management goals. I conduct regular business reviews, analyze their claims data, and align our product's capabilities with their quality improvement initiatives. I also stay updated on regulatory changes and market trends to provide strategic guidance.
I would first identify the root cause through data analysis and direct conversations with key stakeholders. Then, I would develop a tailored adoption plan, including training sessions, workflow integration support, and regular check-ins. I would also involve internal product teams if necessary to address any product gaps.
In my previous role, I partnered with a large health plan to reduce emergency department utilization. By leveraging our real-time data sharing and care coordination tools, we helped them achieve a 12% reduction in ED visits within six months, leading to significant cost savings and improved member satisfaction.
I use a tiered account segmentation based on revenue, strategic value, and churn risk. I allocate more time to high-priority accounts while ensuring all clients receive regular touchpoints. I also set quarterly objectives and track progress using CRM tools to stay organized.
PointClickCare is a leader in long-term and post-acute care technology, with a robust platform and a strong focus on AI and innovation. I admire the company's commitment to improving healthcare outcomes and its culture of continuous learning. I want to contribute to a mission-driven organization that values employee growth and makes a real impact.
Day-to-day responsibilities include:
- Own strategic partnerships with clients, acting as the primary point of contact
- Proactively identify customer performance improvement opportunities leveraging robust data
- Foster collaboration between similar clients in-network, sharing success stories and identifying opportunities for customer-to-customer collaboration
- Act as a trusted advisor to our customers to drive solution adoption, ensure they’re aligned to operational priorities and driving quantifiable value
- Develop and deliver product utilization narratives such that customers understand their return on investment, and identify new opportunities for adoption + value realization
- Maintain customer engagement levels and support customer NPS scores
- Maintain an understanding of Collective’s products & services, industry knowledge and trends, to drive customer engagement
- Coordinate with cross-functional teams to provide solution focused presentations and develop territory specific strategic plans
- Support churn reduction, both for organizations and products
- Support revenue expansion and improvement of bookings metrics
- Other criteria as determined by CSM Leadership team
Required Experience:
- Prior health plan experience
- Exposure to health care organizations required
- Strong written and verbal communication skills
- Excellent organizational, project management & time management skills
- Strong relationships, teamwork, and collaboration capabilities
- Strategic thinking with strong analytical skills and a high sense of urgency to deliver solutions
- Post-secondary education required
- Experience with SaaS or EHR is a definite asset
- Strong entrepreneurial spirit is a strong bonus
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