PointClickCare

Manage enterprise customer partnerships, advise executive stakeholders, and develop strategies to increase solution value and mitigate churn. | Requires a bachelor's degree and customer-facing SaaS or healthcare experience supporting enterprise accounts, along with CRM proficiency. | Reporting to the Director, Customer Success, the Senior Customer Success Manager is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions. The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. This position can work remotely and will travel to various client locations as required. Minimum Qualifications You are passionate about the future of work, and committed to working with teammates to meaningfully impact acute and long-term post-acute care markets that provide care for vulnerable populations. Experience in a customer-facing role within a Saas/tech company Experience in a Healthcare Sales/Account Management/Customer Success Management role with emphasis in managing a book of business, primarily focused on Enterprise customers. Proven track record of sustaining and growing relationships Preferred Qualifications Owns and delivers joint customer success plan, to help build, grow, and expand client relationships at all levels while driving business alignment on desired outcomes. Act as a Trusted Advisor and Business Partner, providing strategic guidance and a “path to value” to customer Executive Leadership and internal account teams, demonstrating cross functional collaboration. Leverage PointClickCare customer success methodology that provides a prescriptive relationship management experience, anticipating customer challenges and meeting them with solutions. Provide early warning and turnaround strategies that focus on customer health and churn mitigation. Act as a point of escalation, when required, help manage customer expectations, and develop save plans for at-risk accounts. Exceptional relationship builder that is accustomed to taking initiative in fast-paced environments. Strong written and oral communication and presentation skills, plus the ability to work independently in remote environment to deliver customer success. Proven proficiency in data analysis including interpreting and translating results. Bachelor’s degree in a relevant field or equivalent practical experience and experience using a CRM tool (Salesforce and/or Gainsight) \n \n $118,000 - $132,000 a year \n

Partner with stakeholders to define, govern, and measure the end-to-end customer experience and oversee research projects while coaching resources. | At least 7 years of marketing research and CX measurement experience, bachelor's degree, and expertise in Excel, PowerPoint, and Power BI. | Recruitment Fraud Notice PointClickCare is committed to providing a safe and secure recruitment experience for all candidates. We are aware of fraudulent recruitment activities in which individuals may falsely claim to represent PointClickCare, advertise fake job opportunities, or request personal or financial information. Please be aware that: All PointClickCare employment opportunities are posted on our official careers website. PointClickCare will never ask candidates to pay fees, purchase equipment, transfer money, or provide banking information during the recruiting process. Our recruiters communicate through official PointClickCare email addresses. Employment offers are only made following a formal interview and selection process. As part of our commitment to hiring security, candidates may be asked to verify their identity during the interview and onboarding process. Protect your information. If something feels suspicious, verify it before proceeding. 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. **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. Position Summary: The Senior Customer Experience Manager will work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare to define, govern and measure the end-to-end customer experience. \n Key Responsibilities: Influences others to adopt a different POV. Anticipates potential objections and influences others to mitigate concerns or challenges. Actions and advice typically impact the quality and effectiveness of the team or a group of internal or external customers in the short-term Oversee adhoc quantitative and qualitative research projects using a variety of research techniques, providing day-to-day direction and coaching to internal and external resources. Solves complex issues or problems where analysis of situations or data requires an in-depth evaluation Integrates best practices in a discipline with others and/or applies advanced technical skills Required Skills & Qualifications: 7 years hands-on experience within marketing research defining and implementing CX measurement protocols Demonstrated ability to influence business objectives to improve the customer experience Developed analytic skills with ability to use data to influence others Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges Expertise with Excel, PowerPoint, and Power BI Bachelors degree in business, mathematics, or the sciences Preferred Experience: Understanding of the healthcare industry Previous experience working successfully in a SaaS organization \n $113,000 - $126,000 a year At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $113,000 - $126,000 + bonus + benefits, non-overtime eligible. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. 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. Corp - E Professional - 4 \n #LI-TW1 #LI-Remote PointClickCare Benefits & Perks: Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! 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. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

Lead design, implementation, and analysis of research to provide actionable insights for product strategy and growth. | At least 5 years market research experience in healthcare, proficiency in statistical modeling and data analysis tools, bachelor's or advanced degree. | 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. **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. Position Summary: The Market Research Manager at PointClickCare is responsible for leading the design, implementation, and analysis of market research to uncover actionable insights that inform software product strategy, growth, and innovation. In this role, you will enhance the voice of the customer by employing both qualitative and quantitative research methods, analyzing data, and generating well-supported recommendations that align with business objectives. Additionally, you will collaborate with various teams—including product, engineering, sales, marketing, and customer success—to inform business decisions to meet market demands and regulatory trends. The Market Researcher will also coordinate with external research partners while managing multiple simultaneous product development, go-to-market, and customer experience initiatives across the organization \n Key Responsibilities: Foster a Customer-Centric Culture: Advocate for a customer-focused approach throughout the organization by promoting the voice of the customer and enhancing primary research capabilities. Execute Research Projects: Assist in designing, implementing, and managing market research studies utilizing qualitative and quantitative methods, such as surveys and focus groups, to gather insights on customer needs, market trends, and competitive activity. Methodology Development: Contribute to the development and refinement of research methodologies and best practices to enhance the quality and effectiveness of research efforts. Data Collection and Analysis: Gather, organize, and analyze data from various sources, including qualitative interviews, discussions, surveys, and industry publications, using both basic and advanced tools like Excel, SPSS, or AI-based solutions. Reporting and Insights: Create reports, dashboards, and presentations that clearly communicate findings and actionable insights to internal teams and stakeholders, aiding in marketing and product strategy decisions. Presentation Skills: Deliver findings and recommendations to senior leadership and stakeholders through engaging presentations. Quality Assurance: Maintain data accuracy and integrity by overseeing research administration, paying close attention to detail, and properly managing confidential or regulated information. Support Senior Staff: Provide logistical and analytical assistance to senior research or insights managers by conducting background research, drafting survey and discussion guides, and more. Project Management: Oversee project timelines, document research processes, assist with scheduling, and maintain organized research files. Innovation and Trends: Stay updated on emerging research technologies and methodologies to innovate research practices and enhance the quality of insights. Required Skills & Qualifications: 5 years hands-on experience within the market research industry, collecting and analyzing data, reporting and presenting findings within the healthcare industry Advanced analytical skills, including experience with statistical modeling and ability to integrate disparate data sources Advanced storytelling and presentation skills; ability to translate complex concepts and methodologies into easily understood language Expertise with Excel, PowerPoint, PowerBI, and AI solutions Highly motivated, results-driven person, who works effectively in a collaborative, fast-paced environment Bachelors or advanced degree in business, mathematics, or the sciences Should have understanding of conjoint, Max Diff, price elasticity, concept testing, and other such research types. Should have experience managing complex market research studies such as brand health and brand equity trackers Preferred Experience: Has a deep understanding of the healthcare industry/sector including experience with LTPAC, Acute and/or Payer audiences. Previous experience working successfully in a SaaS organization Experience with a wide array of new product, brand, advertising and customer segmentation research methodologies \n $102,000 - $114,000 a year At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $102,000 - $114,000 + bonus + benefits, non-overtime eligible. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. 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. \n #LI-TW1 #LI-Remote PointClickCare Benefits & Perks: Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! 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. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.

Build, operate, and support cloud infrastructure and deployment pipelines with automation and AI-enabled tools to improve reliability and scalability. | 2-4+ years experience in DevOps or related fields, cloud provider experience, scripting, infrastructure as code, containers, and a growth mindset. | 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. • 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. Position Summary PointClickCare builds cloud platforms that power safer, more connected care for millions of patients. As an Intermediate DevOps Engineer, you will build, operate, support cloud infrastructure and deployment pipelines that enable application and AI-enabled workloads to run reliably. You work closely with senior engineers to implement best practices, automate operational tasks, and improve system reliability while continuing to deepen your technical expertise. This role is ideal for an engineer who is comfortable working in cloud environments with a focus in automation and is ready to take ownership of well-scoped systems and services. Who You’ll Work With You will be part of our growing team of top engineers with the ability to directly impact the success of the organization. You'll be a part of the DevOps team reporting to the DevOps Team Lead and working alongside our other DevOps Engineers. You'll work day to day with the Software Engineering team as well as our IT team. What You'll Be Doing Day To Day Infrastructure & Platform Support: • Implement and maintain cloud infrastructure using infrastructure-as-code. • Support and improve CI/CD pipelines for application and ML workloads. • Operate containerized workloads in Kubernetes or managed container platforms. • Assist in rolling out platform improvements and infrastructure changes. Automation & AI Exposure • Automate repetitive operational tasks using scripts and tooling. • Assist with deploying and monitoring AI/ML workloads. • Use AI-assisted tools to improve Log analysis and alert triage, Incident investigation and documentation, Deployment validation and testing. Reliability & Operations • Participate in on-call rotations • Respond to and help resolve environment & CI/CD pipeline incidents. • Monitor system health using dashboards, logs, and alerts. • Contribute to post-incident reviews and follow-up actions. Collaboration & Learning • Follow and contribute to established DevOps standards and practices. • Document procedures, runbooks, and operational knowledge. • Strong interest and motivation to grow technical skills. What You'll Bring Solid Technincal Foundation: • Working knowledge of cloud infrastructure and Linux-based systems. • Proven experience with CI/CD, and containers. • Focus in reliability, scalability, and operational excellence. • Automation experience, reducing repetitive operational tasks. Growth Mindset • Willingness to learn new tools and technologies, including AI-enabled platforms. • Openness to feedback and continuous improvement. • Ability to communicate clearly and ask good technical questions. Skills And Experience We’re Looking For Must-haves • 2-4+ years of experience in DevOps, Cloud, SRE, or Infrastructure Engineering. • Experience with at least one cloud provider (Azure, AWS, or GCP ) • Hands-on exposure to: • Scripting experience (Bash, Python, or similar) • Infrastructure as Code (Terraform, IaC 2.0, or similar) • CI/CD pipelines • Containers (Docker) and Kubernetes concepts • Monitoring, logging, and alerting tools. Nice-to-haves • 2+ years in healthcare technology or other highly regulated SaaS environments (financial services, government) • Familiarity with AI-driven monitoring or AIOps tools. • Experience using AI-assisted development or operations tools. • Understanding of cloud networking and security fundamentals. • Experience supporting on-call. Education • Bachelor's degree in Computer Science, Computer Engineering, or related technical field • Advanced certifications (AWS/GCP/Azure professional-level, CKA, CKS, CISSP) are highly valued • Demonstrated commitment to continuous learning How We Work We're transparent—working in the open as one team using OKRs, cross-functional retrospectives, and public roadmaps. We confront problems courageously with blameless root cause analyses, not blame. We're data-driven, using metrics and APM to make evidence-based decisions. We learn continuously from our mistakes through retrospectives and RCAs. We're accountable for outcomes, not just activities, aligning our work to customer and business results. We experiment with strong opinions, loosely held, testing concepts and feasibility before committing. We think big, act small, and move fast—using Scrum, delivery plans, and frequent milestones. We're inclusive, creating space to listen and learn, growing an Ally Community to support equity and career growth. PointClickCare Benefits & Perks Benefits starting from Day 1! Retirement Plan Matching Flexible Paid Time Off Wellness Support Programs and Resources Parental & Caregiver Leaves Fertility & Adoption Support Continuous Development Support Program Employee Assistance Program Allyship and Inclusion Communities Employee Recognition … and more! 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. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: recruitment@pointclickcare.com PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $106,000 - $118,000 + bonus or commission + equity + benefits. Compensation is assessed individually and aligned to experience, skills, and market context. Our salary ranges are determined by job and level.