Remote Senior Living SaaS Success Manager

Ecp123; Milwaukee, Northern (WI, KY); Hybrid; USD 70,000 - 110,000; Full time

Job summary

ECP is a market-leading SaaS provider focused on improving outcomes for senior living communities. We are seeking a Customer Success Manager who will be the main point of contact to maximize product adoption, monitor account health, and build trusted relationships.

The role supports a fully remote arrangement while being based out of Milwaukee, with a strong emphasis on cross-functional collaboration and scalable processes.

Qualifications

• Bachelor's degree required.
• 2–5 years in SaaS Success/Inside Sales or related roles.
• Proactive mindset with outbound outreach experience.
• Strong CRM/data analytics skills with metrics.
• Independent and structured, capable of building processes.
• Cross-functional collaboration with Sales, Product, Support, and Marketing.
• Bonus: SaaS onboarding, retention campaigns, renewals experience.
• Solutions-oriented, detail-focused, able to multitask.

Responsibilities

• Drive Customer Value through success check-ins and outreach campaigns to maximize adoption.
• Collaborate with Sales, Product, Support, and Marketing to ensure excellent customer experiences.
• Analyze usage data to diagnose friction and coordinate solutions during adoption dips.
• Serve as a product expert guiding customers on best practices with ECP features.
• Address pricing questions, churn flags, and escalations with constructive discussions.
• Develop playbooks, outreach sequences, and retention flows to scale success.

Skills

SaaS CS

CRM tools

Communication

Analytical thinking

Education

Bachelor's degree

Tools

Salesforce

Gainsight

HubSpot

Excel

SQL

Job description

ECP is a market-leading SaaS provider focused on improving outcomes for senior living communities. We are seeking a Customer Success Manager who will be the main point of contact to maximize product adoption, monitor account health, and build trusted relationships.

The role supports a fully remote arrangement while being based out of Milwaukee, with a strong emphasis on cross-functional collaboration and scalable processes.