Remote Senior Living SaaS Success Manager

ECP; Chicago (IL); On-site; USD 85,000 - 115,000; Full time

Job summary

ECP, a market-leading SaaS provider for senior living, is seeking a solutions-oriented Customer Success Manager. You will be the main point of contact driving adoption, health, and value across our customers, coordinating with Sales, Product, Support, and Marketing to ensure success.

This role can be fully remote in the U.S. and may involve analyzing usage data, guiding customers on best practices, and developing playbooks to improve retention and outcomes.

Qualifications

• 2–5 years in SaaS Success/Inside Sales roles with high-volume outreach.
• Bachelor's degree required.
• Proactive mindset with ability to convert conversations into outcomes.
• Strong analytical skills to monitor usage patterns and derive insights.
• Independent, structured, and able to work without micromanagement.
• Collaborates cross-functionally with Sales, Product, Support, and Marketing.

Responsibilities

• Drive customer value through success check-ins and campaigns for key modules.
• Partner with internal teams to deliver world-class customer experiences.
• Identify adoption gaps, analyze data, and coordinate solutions.
• Act as product expert guiding customers on best practices with ECP features.
• Respond to pricing questions, churn flags, and escalations promptly.
• Develop and refine playbooks for outreach, adoption, and retention.
• Ensure customers realize ROI and maximize value from their investment.

Skills

SaaS Customer Success

Account management

Cross-functional collaboration

Data analysis

CRM experience

Communication

Education

Bachelor's degree

Tools

Salesforce

Gainsight

HubSpot

Excel/SQL

Job description

ECP, a market-leading SaaS provider for senior living, is seeking a solutions-oriented Customer Success Manager. You will be the main point of contact driving adoption, health, and value across our customers, coordinating with Sales, Product, Support, and Marketing to ensure success.

This role can be fully remote in the U.S. and may involve analyzing usage data, guiding customers on best practices, and developing playbooks to improve retention and outcomes.