Senior Living SaaS Customer Success Lead - Remote

ECP; Madison (WI); On-site; USD 70,000 - 100,000; Full time

Job summary

ECP is seeking a Customer Success Manager to be the voice and primary driver of ongoing value for our customers. You will proactively engage users to maximize product adoption, identify growth opportunities, and maintain strong relationships across the customer journey.

The role emphasizes empathy, communication, organization, and problem-solving as you guide customers through adoption, renewals, and expansion while collaborating with Sales, Product, Support, and Marketing.

Qualifications

• 2–5 years in SaaS Customer Success/Inside Sales or related roles.
• Bachelor's degree required.
• Proactive mindset with outbound outreach (calls, emails, demos) and a track record of turning conversations into outcomes.
• Familiarity with CRM/reporting tools (Salesforce, Gainsight, HubSpot, Excel/SQL).
• Independent, structured, and able to build processes with minimal supervision.
• Strong collaboration with Sales, Product, Support, and Marketing to drive customer success.
• Bonus: SaaS onboarding, retention campaigns, or renewals management.

Responsibilities

• Schedule check-ins and outreach campaigns to ensure customers leverage key modules (CRM, eMAR, EHR, Billing, Move-Ins).
• Collaborate with internal teams to deliver world-class customer experiences throughout the lifecycle.
• Analyze data to identify adoption dips, diagnose friction, and coordinate solutions.
• Guide customers on best practices and how to use ECP features to overcome challenges.
• Respond to pricing questions, churn flags, and escalations to maintain positive conversations.
• Develop outreach sequences, adoption frameworks, and retention flows.
• Demonstrate ROI through success plans and value realization for customers.
• Advocate for customer needs across teams and help shape scalable processes.

Skills

SaaS Customer Success

Communication

Analytical thinking

Cross-functional teamwork

Education

Bachelor's degree

Tools

Salesforce

Gainsight

HubSpot

Excel/SQL

Job description

ECP is seeking a Customer Success Manager to be the voice and primary driver of ongoing value for our customers. You will proactively engage users to maximize product adoption, identify growth opportunities, and maintain strong relationships across the customer journey.

The role emphasizes empathy, communication, organization, and problem-solving as you guide customers through adoption, renewals, and expansion while collaborating with Sales, Product, Support, and Marketing.