The Senior Customer Success Manager manages enterprise client partnerships, drives adoption and value from PointClickCare solutions, and engages executive stakeholders. Responsibilities include developing customer success plans, providing strategic guidance, monitoring customer health, mitigating churn, managing escalations, and creating recovery plans for at-risk accounts. The role requires strong communication, relationship management, data analysis, CRM proficiency, and the ability to work independently in a remote environment with travel to client locations.

Analyzes and redesigns business processes across Sales, Success, Professional Services, and Support. Leads discovery workshops, gap and impact analyses, requirements gathering, process mapping, stakeholder alignment, User Acceptance Testing, and cross-functional implementation. The role also promotes AI and automation, contributes to continuous improvement practices, and advises senior leaders on strategic operational initiatives.

Own the architecture, governance, roadmap, and administration of Adobe Marketo Engage and the broader marketing automation ecosystem. Design lifecycle programs, lead nurturing, segmentation, scoring, and enterprise integrations with Salesforce and other MarTech platforms. Partner cross-functionally with Marketing, Sales Operations, Revenue Operations, IT, Analytics, and Product Marketing. Lead platform optimization, security communications, team enablement, troubleshooting, and AI adoption initiatives.