Customer Success Manager

Summary

Join ECP, a market-leading SaaS solution for senior living communities, as a Customer Success & Value Growth Specialist. You will be the primary point of contact for customers, maximizing product adoption and identifying growth opportunities. Responsibilities include proactive engagement with users, managing billing concerns and churn indications, and building strong customer relationships. This role requires strategic outreach, problem-solving, persuasion, and empathy, aiming to maximize customer lifetime value. The position offers the opportunity to build systems, influence cross-functional strategies, and make a real impact. While based in Milwaukee, this role is open to being fully remote.

Requirements

• Experience in SaaS Success/Inside Sales: 2–5 years in roles like CSM, SDR, retention, or customer growth—especially in high-volume outreach environments
• 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 insightsStrong 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
• Bachelor's degree required
• 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

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 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

Preferred Qualifications

Bonus: Hands-on with SaaS onboarding, value realization, retention campaigns, or renewals management

Benefits

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