Customer Success Manager

Wiraa; New Jersey; Remote; USD 75,000 - 145,000; Full time

Job summary

A leading company in the senior living technology sector is seeking a Customer Success Specialist to enhance customer engagement and satisfaction. This role involves creating customer success initiatives, managing client relationships, and ensuring clients derive maximum value from the company's software solutions. The position offers flexibility to work remotely or from headquarters in Milwaukee.

Benefits

Fully remote flexibility

Collaborative, mission-driven team

Opportunity to shape a newly created role

Supportive work environment with career growth opportunities

Qualifications

• Bachelor's degree required.
• Experience with SaaS products or technology in a customer-facing role.
• Proven track record in client growth and relationship-building.

Responsibilities

• Own post-implementation customer experience focusing on satisfaction and retention.
• Conduct QBRs with key stakeholders to ensure alignment and success.
• Develop customer-facing materials such as newsletters and webinars.

Skills

Customer empathy

Organizational skills

Multitasking

Storytelling

Data interpretation

Communication

Education

Bachelor's degree

Tools

CRM tools (HubSpot preferred)

Job description

2 days ago Be among the first 25 applicants

About The Company

ECP is a market-leading SaaS solution serving over 7,500 senior living communities worldwide. Our software empowers caregivers to deliver higher quality care, while also improving business, clinical, compliance, and operational outcomes. As one of the fastest-growing companies in the senior living technology space, ECP is committed to building world-class products that elevate the lives of seniors and those who care for them.

About The Company

ECP is a market-leading SaaS solution serving over 7,500 senior living communities worldwide. Our software empowers caregivers to deliver higher quality care, while also improving business, clinical, compliance, and operational outcomes. As one of the fastest-growing companies in the senior living technology space, ECP is committed to building world-class products that elevate the lives of seniors and those who care for them.

We’re in an exciting phase of expansion, not only increasing our customer base but also growing the scope and depth of our platform. Our mission is to be the digital backbone of senior care, and we’re looking for passionate professionals to join us in achieving that goal.

About The Role

We are hiring a Customer Success Specialist to help drive stronger engagement, satisfaction, and retention among our customer base. This new role will shape how we connect with and support our clients, leading initiatives like customer newsletters, webinars, advisory boards, and success programs. You'll be instrumental in ensuring customers derive ongoing value from ECP and that their feedback is integrated into our future roadmap.

This position can be based remotely or at our headquarters in Milwaukee.

Qualifications

• Bachelor's degree required
• Experience with SaaS products or technology in a customer-facing or marketing role
• Demonstrated customer empathy and commitment to user success
• Strong organizational and multitasking skills
• Background in fast-paced or growth-oriented environments
• Proven track record in client growth, retention, and relationship-building
• Excellent storytelling and data interpretation skills
• Strong written and verbal communication
• Experience with CRM tools (HubSpot preferred)
• Knowledge of senior healthcare or healthcare for individuals with intellectual and developmental disabilities is a plus
  
  

Responsibilities

• Own post-implementation customer experience, focusing on satisfaction, growth, and retention
• Partner with internal teams to create a world-class customer journey
• Conduct QBRs with key stakeholders to ensure alignment and client success
• Monitor customer health across accounts and proactively address concerns
• Develop customer-facing materials such as newsletters and webinars
• Manage customer advisory board and gather strategic feedback
• Serve as a product expert and advisor on ECP feature adoption and ROI
• Collaborate cross-functionally to bring customer insights to product and marketing teams
• Develop new case studies and marketing content with customer partners
• Continuously improve internal workflows, tools, and operational efficiency
  
  

Benefits

• Fully remote flexibility
• Collaborative, mission-driven team
• Opportunity to shape a newly created role with high visibility
• Make a direct impact on improving care in the senior living industry
• Supportive work environment with career growth opportunities
  
  

Equal Opportunity

ECP is an equal opportunity employer. We are committed to fostering a diverse, inclusive, and respectful workplace. We welcome and encourage applicants from all backgrounds and do not discriminate based on race, color, religion, national origin, gender, age, disability, veteran status, or any other protected characteristic.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Technology, Information and Internet

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Inferred from the description for this job

401(k)

Vision insurance

Medical insurance

Disability insurance

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