Customer Success Manager

Summary

Join ECP, a market-leading SaaS solution for senior living communities, as a Customer Success Specialist! This new role will significantly impact how we partner with our customers. You will drive customer engagement through various programs, including newsletters and webinars. You'll also lead a customer advisory board and ensure efficient data collection for customer health insights. The position offers the flexibility of being fully remote, while working with internal teams to deliver exceptional customer experiences. You will be responsible for client growth, satisfaction, retention, and expansion, acting as a trusted advisor and internal advocate for your clients. This role requires a Bachelor's degree and experience with SaaS products in a customer-facing role.

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

Responsibilities

• 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

Preferred Qualifications

Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities

Benefits

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