Scaled Customer Engagement Manager (9-month contract)
- Location
- Remote (US)
- Listed
- Today
About the role
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.
Work Location:Remote or hybrid, with periodic in-person collaboration.
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 and risk-mitigation campaigns, 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
From PointClickCare's careers page, first listed on Rolev.ai on November 11, 2026. Rolev.ai is not the employer.
How Rolev.ai helps with this application
Rolev.ai is a job search and application tool for US job seekers. For this Scaled Customer Engagement Manager (9-month contract) role at PointClickCare, it shows how your resume fits, tailors your resume to the posting, and prepares the application for you to review.
See how you fit
Openings from employer career sites are ranked against your whole resume—and searchable inside Claude, ChatGPT, and Cursor via Rolev.ai MCP.
Tailor without inventing
Every change to your resume is checked against your original. New experience goes in only with your yes—zero fabricated claims.
Draft the full kit
Tailored and Full Match resumes, role-specific cover letters, and answers to employer screening questions are prepared in seconds.
1-Click Extension Autofill
The Chrome extension fills the employer's Greenhouse, Workday, Lever, or Ashby form in 1 click. You review it and press Submit.
Common questions
Where is the Scaled Customer Engagement Manager (9-month contract) job at PointClickCare located?
Yes, this Scaled Customer Engagement Manager (9-month contract) opening at PointClickCare is listed as Remote (US). Always check PointClickCare's application page for specific state eligibility or relocation policies.
How do I apply for the Scaled Customer Engagement Manager (9-month contract) position at PointClickCare?
This listing links directly to PointClickCare's Lever application page. You can apply directly on PointClickCare's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Lever application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.