Enterprise Customer Success Manager

Summary

Join ECP, a market-leading SaaS solution for senior living communities, as a key member of our team. You will own the relationships and success of our largest customers, driving retention, expansion, and advocacy. This role requires building strong relationships, working strategically and tactically, and delivering measurable value. We are open to remote candidates across the U.S. You will be responsible for proactive communication, monitoring account health, and ensuring customer satisfaction. Success in this role involves being a product expert, a trusted advisor, and a strong communicator, both internally and externally.

Requirements

• Bachelor’s degree required
• 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
• Effective 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, strong attention to detail, resourceful, 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 travel as needed to be on-site with key customers or attend important industry events

Responsibilities

• Own the ongoing client relationship for our top ECP customers
• Embed yourself in their organization and operations as a trusted thought partner
• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Responsible for proactive communication and ownership of the commercial relationship with our enterprise and upper mid-market customers (including renewals, pricing and licensing changes)
• Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth
• Hold QBRs with key stakeholders that measure value delivery to prevent churn and secure expansion and renewals
• Be a product expert, able to understand what our product can and can’t do, and why, and be able to help customers use our product to solve pain points
• Establish yourself as a trusted advisor to foster long-term partnerships with key customer stakeholders and in the market. Attending and presenting at key industry events (ex. Conferences) is expected as part of this role
• 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
• Increase company revenue through identifying and developing opportunities to upsell customers
• Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting
• 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
• Ability to learn new technologies and communicate those concepts to customers of varying degrees of technical expertise
• Partner with customers to develop new case studies and other sales and marketing resources

Preferred Qualifications

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

Benefits

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