Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Denise Hawman

Hamilton,Ontario

Summary

Customer Success leader with over 20 years of experience at PointClickCare, expertly managing and retaining high-value enterprise accounts within the U.S. healthcare technology sector. Currently overseeing a strategic portfolio of eight enterprise clients representing approximately $38.5M in ARR. Recognized for fostering long-term customer engagement through building trusted relationships and aligning complex SaaS solutions with executive-level business objectives. A proactive, insight-driven strategist and trusted advisor to senior stakeholders, with a proven track record of minimizing churn, deepening partnerships, and driving scalable value across large organizations.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Principle Customer Success Manager

PointClickCare
Mississauga, Ontario
06.2017 - Current
  • Oversee a portfolio of 8 enterprise clients with a combined ARR of $38.5M, leveraging strong time management and prioritization skills to deliver personalized, high-impact customer experiences.
  • Develop and implement strategic success plans rooted in active listening and adaptability, ensuring alignment with evolving client goals and business outcomes.
  • Lead executive business reviews with clear, persuasive communication, building strong rapport and trust with C-suite and director-level stakeholders.
  • Collaborate effectively with cross-functional teams to swiftly address challenges, applying solution-oriented problem solving and a customer-first approach.
  • Act as a proactive and empathetic advisor, anticipating risks and deploying strategies to prevent churn while maximizing client satisfaction and loyalty.

Business Development Manager (Inside Sales)

PointClickCare
Mississauga, Ontario
01.2011 - 06.2017
  • Managed sales cycle for existing healthcare customers, driving adoption and upsell of EHR software solutions to maximize account value.
  • Collaborated closely with Customer Success and Implementation teams to ensure seamless post-sale transitions and optimal customer experiences.
  • Surpassed sales targets year over year by driving deal closures through trusted client relationships and tailored solution selling.

Clinical Consultant

PointClickCare
Mississauga, ON
11.2004 - 01.2011
  • Delivered training and onboarding for clinical and operational teams during SaaS-based EHR implementations.
  • Supported platform adoption and workflow optimization aligned with client needs.
  • Provided go-live assistance and addressed early adoption challenges.

Course Instructor

Sheridan College
Oakville, Ontario
09.1998 - 05.2001
  • Delivered engaging instruction on recreation and wellness for older adults, combining theory with practical application and providing constructive feedback to support student learning.

Education

Gerontology

George Brown College
Toronto, ON
05-1995

Skills

  • Client Relationship Management & Stakeholder Engagement
  • Customer Health Monitoring, Risk Mitigation & Churn Reduction Strategies
  • Cross-Functional Collaboration & Team Leadership
  • Deep Product & SaaS Platform Expertise
  • Data-Driven Customer Insights, Reporting & Analytics
  • Customer Success and Business Growth Strategies
  • Customer success software (Gainsight, Salesforce, NetSuite)
  • Adaptability & Time Management
  • Effective Communication & Presentation
  • Problem Solving & Conflict Resolution
  • Proactive Customer Advocacy
  • Emotional Intelligence & Relationship Building

Certification

  • Certified Customer Success Manager (CCSM) - Level 1 and Level 2 certifications

Accomplishments

  • PointClickCare Customer Success Certificate of Achievement - Relationship Building
  • Personal Brand Awareness Team Lead
  • Diversity, Equity and Inclusion Team Ambassador
  • Sales Leader - Top Sales Achievement

Timeline

Principle Customer Success Manager

PointClickCare
06.2017 - Current

Business Development Manager (Inside Sales)

PointClickCare
01.2011 - 06.2017

Clinical Consultant

PointClickCare
11.2004 - 01.2011

Course Instructor

Sheridan College
09.1998 - 05.2001

Gerontology

George Brown College

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Denise Hawman