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Sr. Payer Customer Success Manager

PointClickCare· Acute & Payer – Customer Success
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Remote$118k - $132kFull-timePosted 1mo ago

About the role

Senior Customer Success Manager serving as a strategic advisor to enterprise payer organizations, driving outcomes through adoption and optimization of PointClickCare solutions within payer-focused accounts.

Responsibilities

  • Serve as the primary strategic advisor for a portfolio of enterprise payer customers.
  • Build and maintain relationships with executive stakeholders, including C-suite leaders, VPs, population health leaders, value-based care executives, clinical leaders, and operational decision-makers.
  • Develop and execute strategic account plans that drive customer outcomes, adoption, retention, growth, and long-term partnership success.
  • Align PointClickCare capabilities with customer business objectives, regulatory priorities, population health initiatives, and value-based care programs.
  • Lead executive business reviews focused on business outcomes, ROI realization, strategic priorities, adoption performance, and organizational success metrics.
  • Identify opportunities for operational improvement through analysis of customer performance, utilization trends, workflow adoption, and market best practices.
  • Partner closely with Sales, Product, Marketing, Professional Services, Support, and Executive Leadership to drive customer success and resolve complex business challenges.
  • Facilitate collaboration across provider, payer, post-acute, and community-based stakeholders to advance care coordination and network performance objectives.
  • Create compelling executive narratives that demonstrate measurable value, financial impact, clinical outcomes, and strategic alignment.
  • Identify risk indicators early and proactively develop mitigation strategies to protect customer outcomes and retention.
  • Champion customer advocacy by bringing healthcare market insights and customer feedback into product and organizational planning discussions.

Qualifications

  • 5+ years of healthcare industry experience, including customer-facing, consulting, account management, customer success, operational leadership, or strategic partnership roles, with a strong enterprise/strategic account focus.
  • Direct experience working with or within payers, Managed Care Organizations, or payer-provider risk arrangements.
  • Ability to build credibility and influence executive and senior leadership stakeholders, including payer executives and value-based care leadership.
  • Strong knowledge of healthcare operations, care delivery, reimbursement models, payer economics, and healthcare technology ecosystems.
  • Exceptional communication, presentation, relationship-building, and stakeholder management skills.
  • Strong project management, organizational, and strategic planning capabilities.
  • Analytical mindset with experience leveraging data to identify performance opportunities and customer value realization.
  • Proven ability to lead complex cross-functional initiatives in dynamic healthcare environments.
  • Experience using CRM platforms and customer success technologies.

Skills

Required:Executive stakeholder managementStrategic account managementHealthcare operations & reimbursement models
Last updated Oct 21, 2026. Interested? Apply on the company site.

About PointClickCare

Healthcare Software for Smarter Care Delivery | PointClickCare

Transform care coordination and outcomes with AI-powered healthcare software that improves collaboration, reimbursement, and transitions of care.

healthcare softwareEHRcare coordinationhealthcare solutionssenior livingskilled nursinghospitals & health systemscare outcomes
Company profileWebsite

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