Scaled Customer Engagement Manager

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