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Scaled Customer Engagement Manager (9-month contract)

8 hours, 27 minutes ago
United States
Contract
Mid Level
Customer Success Manager
Customer and Technical Support
CRM Email Marketing HTML Salesforce
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1001-5000
Founded 2000
$232M raised
View All Jobs 4

Description

  • Build and deliver digital customer programs, including monthly digests, onboarding and adoption journeys, renewal campaigns, risk-mitigation campaigns, and digital success reviews.
  • Tailor journey content, communications, and campaigns to customer segments, maturity levels, and use cases.
  • Analyze product usage, customer health, and engagement data to identify trends, risks, and engagement opportunities.
  • Use segmentation, automation, A/B testing, and custom dashboards to target customers and optimize program performance.
  • Plan and present one-to-many customer events, including webinars, user groups, office hours, and training sessions.
  • Create and maintain digital content such as articles, guides, and videos that explain workflows and solution value.
  • Coordinate with Customer Success, Marketing, Product, Support, and Sales to align program messaging and timing.
  • Share customer feedback with Product and Marketing and document program objectives, outcomes, and next steps.
  • Test new approaches, including AI-assisted content and personalization, and recommend workflow and tool improvements.

Requirements

  • 3+ years of experience in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role.
  • Experience designing or executing one-to-many programs, such as email campaigns, webinars, in-app messaging, or community initiatives.
  • Strong written communication skills with the ability to tailor messaging for different audiences and roles.
  • Working proficiency with CRM or customer success platforms, such as Salesforce, Gainsight, or similar tools.
  • Excel-based data analysis skills and the ability to use product usage and engagement data to drive action.
  • Strong organizational and project-management skills across concurrent programs and deadlines.
  • Excellent presentation skills.
  • Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools (preferred).
  • Experience in healthcare technology, post-acute, senior living, or acute/payer markets (preferred).
  • Experience using AI tools for communication personalization and scaled engagement, plus basic HTML, email-builder, or design skills (preferred).

Benefits

  • Remote and hybrid work options.
  • Opportunity to build scaled customer success programs using automation and AI.

Interested in this position?

Apply directly on the company website

Apply Now

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