Customer Success Manager

About the Company

ECP is a market-leading SaaS solution that enables senior living communities to provide better care for their residents. Used in over 7,500 communities worldwide, ECP is one of the fastest-growing software companies in the industry. Our mission is to build world-class software that improves the quality of life for seniors while enhancing clinical, business, compliance, and operational performance for our customers.

Senior living remains deeply under-penetrated by software, and ECP is at the forefront of expanding digital solutions in this space. We are committed to broadening our customer base and increasing our impact by developing and releasing new products that empower senior care providers.

About the Role

As a Customer Success Manager, you will own and nurture relationships with ECP’s largest customers, driving retention, expansion, and advocacy. You will serve as a trusted advisor, ensuring that customers derive maximum value from our platform. By embedding yourself in their operations, you will play a strategic role in guiding them toward success, leveraging ECP’s solutions to support their top initiatives.

You will proactively manage the commercial relationship with enterprise and upper mid-market customers, handling renewals, pricing, licensing, and satisfaction. By monitoring account health and leading key customer interactions such as quarterly business reviews, you will prevent churn, drive product adoption, and identify growth opportunities.

This role is ideal for someone who thrives in a fast-paced, high-growth environment and is passionate about customer relationships, strategic thinking, and delivering measurable value.

Our headquarters is in Wisconsin, but we are open to remote candidates across the U.S.

Responsibilities

• Own the ongoing client relationship for top ECP customers, integrating into their operations as a strategic partner.
• Lead proactive communication and commercial engagement with enterprise and mid-market customers, including renewals and pricing discussions.
• Manage the post-implementation client experience, ensuring growth, satisfaction, and retention.
• Monitor account health and drive initiatives to increase customer adoption and utilization.
• Conduct quarterly business reviews (QBRs) with key stakeholders to demonstrate value and secure renewals and expansion.
• Serve as a product expert, helping customers leverage ECP solutions to address challenges.
• Represent ECP at industry events, conferences, and meetings, strengthening relationships and market presence.
• Develop and execute success plans that showcase return on investment (ROI) for customers.
• Identify and develop upsell opportunities to drive revenue growth.
• Log key customer data to assist in reporting and forecasting.
• Gather customer feedback and communicate insights to internal teams, including product and marketing.
• Effectively communicate customer concerns both externally and internally to drive resolutions.
• Educate customers on new technologies and product capabilities, regardless of their technical expertise.
• Partner with customers to develop case studies and other sales and marketing materials.

Requirements

• Bachelor’s degree required.
• Strong empathy for customers and a passion for revenue growth.
• Experience working in fast-paced, high-growth environments.
• Proven success in customer growth, retention, and satisfaction.
• Ability to lead executive meetings and manage customer expectations.
• Strong storytelling skills using data and best practices, coupled with active listening.
• Solution-oriented mindset with attention to detail, resourcefulness, and multitasking skills.
• Excellent collaboration and customer service skills.
• Early adopter of tools to enhance workflow efficiency.
• Experience with CRM tools (HubSpot preferred).
• Ability to travel as needed for on-site customer visits and industry events.
• Enthusiasm for healthcare, particularly senior healthcare or services for individuals with intellectual and developmental disabilities.

Salary: $88K – $108K / yr.

Equal Opportunity Statement

ECP is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristics.