• Reporting to the Director, Customer Success, the Customer Success Manager – Senior Living is responsible for managing and providing world-class partnerships to their clients and ensuring they are optimizing the use and value of PointClickCare’s solutions. • The ideal Senior Customer Success Manager will possess business consulting background and enterprise knowledge that enables them to drive an engagement at the C-level. • This position can work remotely and will travel to various client locations as required. • Travel Requirement - 50%

Role Description We are seeking a seasoned people and transformation leader to manage and scale our Transformation Architect (TA) team within our Focus and Enterprise Customer Portfolios. This leader will be responsible for quality execution and account impact, as well as driving organizational change—both for our customers and internally—as we evolve how cloud transformation is sold, delivered, and sustained at scale. As Manager of Transformation Architecture, you will lead senior architects that scope and embed with our most strategic enterprise customers, shaping how executives adopt AWS as a platform for business transformation. You will operate at the intersection of strategy, execution, talent development, and change management, ensuring our customers realize measurable outcomes and our teams consistently deliver at the highest enterprise standard. You will partner closely with Sales, Delivery, and executive leadership to institutionalize new ways of working, influence account strategy, and elevate our role as a trusted AWS Premier Partner for the most complex, high-impact transformations. Your Assignment - Lead & Scale Transformation Architecture: Lead, coach, and develop a team of senior Transformation Architects embedded in strategic and enterprise accounts. - Drive Organizational Change (Internal): Drive internal change by evolving how sales, architecture, and delivery collaborate—breaking down silos between pursuit and execution. - Evangelize Best Practices: Contribute to internal playbooks, repeatable patterns, and technical thought leadership that scales across the organization. - Serve as a Trusted Advisor: Engage directly on strategic opportunities and partner with C-suite and senior technical stakeholders to align AWS-based solutions to their business goals and transformation initiatives. - Win Complex Pursuits: Partner with sales leadership to win high-stakes, multi-phase projects - owning the technical narrative for executive decision-makers. - Advance Account Growth: Work closely with CTOs, delivery teams, and AWS field partners to identify future-phase opportunities and expand account value. Qualifications - 10+ years of architecting, building, and operating solutions on AWS. - 10+ years in infrastructure, applications, databases, and/or networking architecture. - 10+ years in consulting or equivalent roles driving complex technical solutions for enterprise customers. - Strong ability to lead others through change. - Proven ability to align technical solutions with business strategy and communicate the “why” as clearly as the “how.” - Quick learner who can rapidly understand a client’s domain, workflows, data, organizational dynamics, and constraints. - Strong consulting mindset: able to diagnose, scope, and structure solutions to ambiguous problems. - Exceptional communicator - able to shift seamlessly between technical deep dives with SMEs and strategic conversations with executives. - Deep understanding of cloud-native patterns and AWS Well-Architected Framework best practices. - AWS Solutions Architect – Professional (required), AWS DevOps Professional and one or more AWS Specialty certifications (preferred). - Willingness to travel up to 25%. Preferred Qualifications - Deep domain expertise in Application Development, Data, AI, and/or DevOps. - Industry vertical expertise (e.g. FinTech, HealthCare, Oil & Gas). - Experience designing highly-available, fault-tolerant architectures. - Familiarity with compliance frameworks and requirements (e.g. SOC2, HIPAA, GDPR). - Previous experience in pre-sales or equivalent company-internal strategic roadmap influence. Compensation - Base Salary Range: The expected base salary range for this position is $201,000 - $299,000 CAD per year, commensurate with experience and qualifications. - Additional Compensation Components: In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance. Company Description Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between. At Caylent, our people always come first. We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity.

• Lead Airtable's global High Touch Customer Success organization • Redefine traditional Customer Success model leading to transformation • Develop scalable transformation methodologies • Own key metrics like retention and customer health • Foster a culture of customer obsession and accountability

• Lead, mentor, and develop a team of Customer Success Professionals, providing coaching, training, and performance feedback to ensure high levels of performance and professional growth. • Support CSMs in executing complex contract renewals, expansions and upsells, collaborating with Sales and other teams as necessary to drive retention and growth. • Develop and implement customer success strategies to improve satisfaction, retention, and expansion (NRR), leveraging data to identify opportunities for improvement. • Analyze customer health trends and data to proactively mitigate churn risks and identify opportunities for product and service improvements. • Partner with Operations to design and test new workflows for customer segments, optimizing processes and enhancing efficiency. • Align with Sales, Product, and Marketing leadership on account growth strategies and cross-functional initiatives. • Present team performance and customer insights to Director-level leadership, offering strategic recommendations for continuous improvement. • Contribute to the creation and continuous improvement of customer success playbooks, best practices, and training materials. • Manage team resources effectively, ensuring optimal workload distribution, capacity planning, and utilization.