Customer Success Manager

ECP; Chicago (IL); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Specialist to enhance customer engagement and satisfaction within the senior living sector. This fully remote role offers the opportunity to make a significant impact by managing customer experiences, conducting quarterly business reviews, and fostering long-term partnerships. Ideal candidates will have a strong background in SaaS products, exceptional problem-solving skills, and a passion for customer success. Join a fast-growing company dedicated to improving the lives of seniors through innovative software solutions and be part of a mission that truly matters.

Qualifications

• Bachelor's degree required with experience in SaaS or customer-facing roles.
• Strong empathy for customers and proven success in client retention.

Responsibilities

• Manage customer newsletters and webinars to enhance engagement.
• Monitor account health and lead projects to increase adoption.

Skills

Customer Relationship Management (CRM)

SaaS Experience

Data Storytelling

Customer Service

Problem Solving

Collaboration Skills

Empathy for Customers

Education

Bachelor's Degree

Tools

HubSpot

Workflow Tools

Job description

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ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. Used in over 7,500 communities worldwide, we aim to expand by increasing our customer base and developing new products.

Senior living is under-penetrated with software, and ECP is one of the industry's largest and fastest-growing software companies. Our mission is to build world-class software that improves seniors' quality of life and enhances clinical, business, compliance, and operational performance for our clients.

We are seeking a Customer Success Specialist to develop and implement programs that foster strong engagement with our customers. Responsibilities include managing customer newsletters, webinars, coordinating a customer advisory board, and establishing operational processes to monitor customer health. This is a new role with significant impact on our customer partnerships as we grow.

Our team is based in Milwaukee, but the position can be fully remote.

• Partner with internal teams to ensure excellent customer experiences throughout their lifecycle.
• Manage the client experience post-implementation, focusing on growth, satisfaction, retention, and expansion.
• Conduct QBRs with stakeholders, prevent churn, and support renewals.
• Serve as a product expert, guiding customers on best practices and feature utilization.
• Establish trust and long-term partnerships with clients.
• Ensure customers derive maximum value, demonstrating ROI through success plans.
• Advise clients on how our tools and partnership can support their top initiatives.
• Monitor account health and lead projects to increase adoption and growth.
• Act as an internal advocate to enhance customer satisfaction.
• Gather customer feedback and communicate strategic themes internally.
• Communicate effectively with customers and internal teams to address concerns.
• Collaborate with the product team to incorporate customer feedback into product improvements.
• Develop case studies and marketing resources with customers.
• Maintain and improve customer success tools, processes, and workflows.

Requirements

• Bachelor's degree required.
• Experience with SaaS products or technology in customer-facing or marketing roles.
• Strong empathy for customers and passion for growth.
• Experience in fast-paced growth environments.
• Proven success in client retention, growth, satisfaction, and managing executive relationships.
• Excellent storytelling with data, attentive listening skills.
• SOLUTION-oriented, detail-focused, resourceful, capable of multitasking.
• Exceptional customer service and collaboration skills.
• Early adopter of workflow tools.
• CRM experience (HubSpot preferred).
• Ability to create aligned written and visual materials.
• Strong problem-solving skills and solutions mindset.
• Enthusiasm for healthcare, especially senior healthcare or those with intellectual and developmental disabilities.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting