Customer Success Manager

Job Description

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 7,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. 

Senior living is deeply under-penetrated with software, and ECP is one of the industry's largest and fastest-growing software companies. Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers. 

We are looking for a Customer Success Specialist to drive the creation and implementation of programs to drive strong engagement with the ECP customer base, including customer newsletters, developing webinars to support product knowledge and updates, leading coordination of a customer advisory board, and ensuring we have the right operational processes to gather data that informs us of customer health. This is a new role we’re creating, which will have a meaningful impact on how we partner with our customers as we continue to grow.

Our team is based in Milwaukee, but we are open to this position being fully remote.

• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
• Hold QBRs with key stakeholders, prevent churn and improve on renewals
• Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
• Establish yourself as a trusted advisor to foster long-term partnerships, and work with secure stakeholders
• Ensure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI
• Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth.
• Take client satisfaction to the next level by acting as your clients' internal advocate
• Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams
• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns
• Work with the product team to provide customer feedback to improve our product
• Work with customers to develop new case studies and other sales and marketing resources
• Maintain and improve customer success tools, processes, and workflows to drive operational efficiency and effectiveness

Requirements

• Bachelor's degree required
• Experience with SaaS products or technology in a customer-facing role or marketing role
• Strong empathy for customers and passion for revenue and growth
• Experience working in fast-paced growth environments
• Proven success in client growth, retention, and satisfaction, and effectiveness at leading and facilitating executive meetings and managing client expectations
• Excellent storyteller using data and best practices, as well as an attentive listener
• Solution-oriented attitude, attention to detail, resourcefulness, and a strong ability to multitask
• Superior internal/external customer service and strong collaboration skills
• Early adopter of tools to streamline workflows
• CRM experience (HubSpot preferred)
• Ability to craft written and visual materials in alignment with company brand guidelines and tone
• Proven problem-solving abilities and a solutions-oriented mindset
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities