Drives customer adoption, retention, and value realization through scalable digital customer success programs. Builds customer journeys, campaigns, digests, reviews, events, and educational content using Gainsight and Pendo. Analyzes usage and engagement data, segments audiences, tests communications, tracks KPIs, and collaborates with Customer Success, Marketing, Product, Support, and Sales. The role also gathers customer feedback, improves program workflows, and explores AI-assisted personalization.
Scaled Customer Engagement (SCE) is a small, high-impact team within Digital Customer Success that delivers one-to-many engagements for PointClickCare customers across all our market segments in Senior Care and Acute & Payer. The team works both remotely and in a hybrid model, partnering closely with CSMs, Marketing, Product, and Support. SCE owns programs such as the Customer Success Monthly Digests, Digital Customer Success Reviews, and Gainsight Journey Orchestrator and Pendo Orchestrate programs (for adoption, retention, and CSM-led events), giving every customer—not only the largest—a consistent, data-informed path to value. Working on our team provides a unique opportunity to help build a scaled CS motion, including automation and AI, at one of healthcare's leading platforms.
The Scaled Customer Engagement Manager drives adoption, retention, and value realization for a large customer base through scalable, data-informed, one-to-many programs. Applying solid knowledge of PCC solutions and the industry, the SCE Manager customizes established strategies into digital journeys, communications, and events, and partners cross-functionally to execute them. The role exists so that every PointClickCare customer receives proactive, consistent engagement—extending the reach of the CSM team and contributing to NRR and controllable-churn goals.
Key Responsibilities
- Deliver scaled programs end to end: Owns the build and delivery of assigned digital programs (e.g., segment-specific Customer Success Monthly Digests, onboarding/adoption journeys, renewal, risk-mitigation campaigns, and Digital Customer Success Reviews) using Gainsight Journey Orchestrator and Pendo Orchestrate; adapts content to customer segment, maturity, and use case.
- Use data to target and optimize: Analyzes usage, health, and engagement data to identify trends or red flags; uses segmentation and automation to trigger the right engagement at the right time; A/B tests and adjusts content; builds custom dashboards to track program KPIs.
- Engage customers one-to-many: Helps plan and present digital customer events (user groups, webinars, office hours, and training sessions); creates and maintains digital content (articles, guides, videos) that explains core workflows and solution value in customer terms.
- Collaborate cross-functionally and advocate for customers: Coordinates with CSMs, Marketing, Product, Support, and Sales to align messaging and timing; shares customer feedback and themes back to Product and Marketing; documents program objectives, outcomes, and next steps.
- Continuous improvement: Experiments with new approaches on a small scale (including AI-assisted content and personalization), shares results with the team, and recommends better practices or tools that streamline workflows.
Minimum
- 3+ years in Customer Success, Account Management, Customer Marketing, Customer Education, or a related customer-facing SaaS role
- Experience designing or executing one-to-many programs (email campaigns, webinars, in-app messaging, or community)
- Strong written communication; able to tailor messages to different audiences and roles
- Working proficiency with CRM / CS platforms (Salesforce, Gainsight, or similar) and Excel-based data analysis
- Ability to interpret product usage and engagement data to drive action
- Strong organization and project management across multiple concurrent programs and deadlines
- Excellent presentation skills
Preferred
- Hands-on experience with Gainsight Journey Orchestrator, Pendo Orchestrate, or similar digital engagement tools
- Experience in healthcare technology, post-acute, senior living, or acute/payer markets
- Experience using AI tools to personalize communications and scale engagement
- Basic HTML/email-builder or design skills
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