Scaled Customer Engagement Manager

PointClickCare

. Own the build and delivery of assigned digital programs, including Customer Success Monthly Digests, onboarding/adoption journeys, renewal and risk-mitigation campaigns, and Digital Customer Success Reviews .

Posted 11/11/2026full-timeMississauga • CanadaMid-LevelSenior💰 CA$124,100 - CA$155,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing digital customer success programs, utilizing data analysis to drive engagement and improve customer journeys. Proficient in coordinating cross-functional teams and delivering tailored communications to enhance customer experiences.

Highest-signal resume keywords

Customer Success ManagementData AnalysisDigital Engagement ToolsProject ManagementWritten Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Email Campaign DesignWebinar ExecutionData InterpretationA/B TestingDashboard CreationHTML SkillsCRM ProficiencyExcel Data AnalysisProgram KPI TrackingCustomer Journey Customization

Soft Skills

Strong OrganizationExcellent Presentation SkillsTailored Messaging

Tools & Technologies

SalesforceGainsightGainsight Journey OrchestratorPendo OrchestrateAI Tools

Industry Keywords

SaaSHealthcare TechnologyCustomer MarketingCustomer EducationPost-Acute CareSenior LivingAcute/Payer Markets

About the role

Key responsibilities & impact

Own the build and delivery of assigned digital programs, including Customer Success Monthly Digests, onboarding/adoption journeys, renewal and risk-mitigation campaigns, and Digital Customer Success Reviews
Customize digital journeys, communications, and events to customer segment, maturity, and use case
Analyze usage, health, and engagement data to identify trends or red flags
Use segmentation and automation to trigger timely customer engagements
A/B test and adjust content; build custom dashboards to track program KPIs
Help plan and present digital customer events, including user groups, webinars, office hours, and training sessions
Create and maintain digital content such as articles, guides, and videos
Coordinate with CSMs, Marketing, Product, Support, and Sales to align messaging and timing
Share customer feedback and themes with Product and Marketing
Document program objectives, outcomes, and next steps
Experiment with new approaches, including AI-assisted content and personalization, and recommend workflow improvements

Requirements

What you’ll need

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
Preferred: Experience in healthcare technology, post-acute, senior living, or acute/payer markets
Preferred: Experience using AI tools to personalize communications and scale engagement
Preferred: Basic HTML/email-builder or design skills