Customer Success Manager
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
- 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
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ECP is on the lookout for a dedicated Customer Success Manager to join our growing team! As a market-leading SaaS solution, we empower senior living communities with software that enhances their ability to care for residents effectively. With over 7,500 communities relying on our innovative products, we're excited to expand our customer base and enhance our offerings. In this new role, you’ll be the driving force behind customer engagement, crafting initiatives like newsletters and webinars to keep clients informed and involved. Your expertise will guide our clients post-implementation, ensuring they not only love our product but also see substantial value from their investment. You’ll proactively hold quarterly business reviews, monitor customer health, and represent their needs internally, ensuring their voices are heard. Your knack for building strong relationships will transform you into a trusted advisor, helping clients leverage our software to achieve their goals. This position will be critical as we continue our mission to improve the quality of life for seniors through world-class software. Although our team is based in Milwaukee, we’re open to remote work for this role, meaning you can make a significant impact from wherever you are. If you're passionate about customer success, skilled at managing relationships, and eager to contribute to a meaningful cause, we can't wait to meet you!
ECP is a growing web-based software company with headquarters in East Troy, Wisconsin. Founded in 2004, ECP offers the integrated software package of an electronic medication administration record (eMAR) and an electronic health record (EHR).
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