Scaled Customer Engagement Manager

PointClickCare

. Deliver scaled programs end to end, including Customer Success Monthly Digests, onboarding/adoption journeys, renewal and risk-mitigation campaigns, and Digital Customer Success Reviews .

Posted 11/11/2026full-timeUnited StatesMid-LevelSenior💰 $134,700 - $168,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in delivering customer success programs, utilizing tools like Gainsight Journey Orchestrator and Pendo Orchestrate for effective engagement and data analysis. Proficient in project management, communication, and collaboration across teams to enhance customer experiences and drive program outcomes.

Highest-signal resume keywords

Customer Success Program DeliveryGainsight Journey OrchestratorData Analysis and InterpretationProject ManagementStrong Written Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Email Campaign DesignWebinar ExecutionData AnalysisHTML SkillsDigital Content Creation

Soft Skills

Strong OrganizationExcellent Presentation Skills

Tools & Technologies

SalesforcePendo OrchestrateCRM PlatformsExcel

Industry Keywords

Healthcare TechnologySaaSCustomer EducationPost-Acute CareSenior Living

About the role

Key responsibilities & impact

Deliver scaled programs end to end, including Customer Success Monthly Digests, onboarding/adoption journeys, renewal and risk-mitigation campaigns, and Digital Customer Success Reviews
Use Gainsight Journey Orchestrator and Pendo Orchestrate to adapt content 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 engagement; A/B test and adjust content
Build custom dashboards to track program KPIs
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
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 preferred