Senior Customer Experience Manager

PointClickCare

. Work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare .

Posted 9/29/2026full-timeRemote • United StatesSenior💰 $113,000 - $126,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer experience measurement and improvement, leveraging advanced analytic skills and data-driven insights to influence business objectives. Proven ability to lead research projects and coach teams while integrating best practices within the healthcare and SaaS industries.

Highest-signal resume keywords

Customer Experience MeasurementAnalytic SkillsInfluencing Business ObjectivesSaaS ExperienceHealthcare Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Marketing ResearchCX Measurement ProtocolsData AnalysisProblem SolvingResearch Techniques

Soft Skills

Influencing OthersCoachingAnticipating Objections

Tools & Technologies

ExcelPowerPointPower BI

Industry Keywords

HealthcareSaaS

About the role

Key responsibilities & impact

Work with the Customer Experience Director and partner with multiple stakeholders across PointClickCare
Define, govern and measure the end-to-end customer experience
Influence others to adopt a different point of view
Anticipate objections and influence others to mitigate concerns or challenges
Oversee ad hoc quantitative and qualitative research projects using a variety of research techniques
Provide day-to-day direction and coaching to internal and external resources
Solve complex issues or problems requiring in-depth evaluation of situations or data
Integrate best practices in a discipline with others and apply advanced technical skills

Requirements

What you’ll need

7 years hands-on experience within marketing research defining and implementing CX measurement protocols
Demonstrated ability to influence business objectives to improve the customer experience
Developed analytic skills with ability to use data to influence others
Ability to apply insights to long-term strategic business issues as well as day-to-day business challenges
Expertise with Excel, PowerPoint, and Power BI
Bachelor's degree in business, mathematics, or the sciences
Understanding of the healthcare industry
Previous experience working successfully in a SaaS organization

Benefits

Comp & perks

Benefits starting from Day 1
Retirement Plan Matching
Flexible Paid Time Off
Wellness Support Programs and Resources
Parental & Caregiver Leaves
Fertility & Adoption Support
Continuous Development Support Program
Employee Assistance Program
Allyship and Inclusion Communities
Employee Recognition
Bonus
In-office events including onboarding, team events, and semi-annual and annual team meetings