Note: The job is a remote job and is open to candidates in USA. ECP is a market-leading SaaS company serving senior living communities with software that improves clinical, business, compliance, and operational performance. The Customer Success Manager will maximize customer value and product adoption, manage account health, resolve issues, identify growth opportunities, and build trusted customer relationships. The role also develops scalable customer success processes and collaborates cross-functionally to improve satisfaction and retention.
Responsibilities
- Drive Customer Value: Schedule success check-ins and outreach campaigns to ensure customers fully leverage key modules—CRM, eMAR, EHR, Billing, Move-Ins
- Partner and communicate cross-functionally with internal teams to ensure world-class experiences for our customers throughout their lifecycle
- Momentum Management: Catalyze usage during adoption dips—analyze data, diagnose friction, and coordinate solutions
- Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
- Issue Resolution: Respond swiftly to pricing queries, churn flags, and support escalations, turning challenges into constructive conversations
- Playbook Development: Build and evolve outreach sequences, adoption frameworks, negotiation scripts, objection-handling guides, and retention flows
- 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
- Customer Advocacy: Collect feedback, spotlight success stories, and facilitate case studies to amplify customer voice
- Take client satisfaction to the next level by acting as your clients' internal advocate
- Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns and needs
Skills
- Experience in SaaS Success/Inside Sales: 2–5 years in roles like CSM, SDR, retention, or customer growth—especially in high-volume outreach environments
- Bachelor's degree required
- Proactive mindset: Comfortable cold outreach—calls, emails, demos—with a track record of converting conversations into outcomes
- Analytical edge: Familiarity with CRM/reporting tools—Salesforce, Gainsight, HubSpot, or Excel/SQL—to monitor patterns and derive insights. Strong at asking good questions, active listening, and navigating sensitive discussions (billing, churn, pricing)
- Independent & structured: A self-starter who thrives in building processes and working without micromanagement
- Belief in cross-functional teamwork with Sales, Product, Support, and Marketing to drive customer success
- 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
- 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
- Bonus: Hands-on with SaaS onboarding, value realization, retention campaigns, or renewals management
Benefits
- Fully remote work option
Company Overview