Customer Success Manager

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🔥 0 minutes ago

🌽 Illinois, Wisconsin – Remote

🌽 Illinois – Remote 🧀 Wisconsin – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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ECP

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

ECP is a company that provides comprehensive software solutions for assisted living and long-term care communities. Their offerings include community management systems, electronic medication administration records (eMAR), electronic health records (EHR), care plans, customer relationship management (CRM), and billing software. ECP's services are designed to improve the workflows for assisted living, independent living, memory care, intellectual and developmental disability support, pharmacies, and group homes, ensuring better care and operational efficiency. The company is recognized for integrating seamlessly with pharmacy partners and offering a user-friendly platform that supports care providers, owners, and operators, caregivers, nurses, and other personnel in these communities. ECP is trusted by thousands of senior living communities across the United States and beyond.

📋 Description

• Drive customer value through success check-ins and outreach campaigns focused on CRM, eMAR, EHR, Billing, and Move-Ins modules • Partner cross-functionally with Sales, Product, Support, and Marketing to deliver world-class customer experiences • Analyze usage data, diagnose adoption friction, and coordinate solutions during adoption dips • Serve as a product expert, guiding customers on ECP best practices and feature usage • Resolve pricing queries, churn flags, billing questions, process issues, and support escalations • Build and evolve outreach sequences, adoption frameworks, negotiation scripts, objection-handling guides, and retention flows • Use success plans to demonstrate ROI and maximize customer value • Strategically guide clients on using ECP tools and partnerships to support their business initiatives • Collect customer feedback, highlight success stories, and facilitate case studies • Advocate internally for customer needs and concerns • Communicate effectively with customers and internal teams to manage customer needs

🎯 Requirements

• 2–5 years of experience in SaaS success or inside sales roles such as CSM, SDR, retention, or customer growth • Bachelor's degree required • Comfortable with proactive cold outreach through calls, emails, and demos • Familiarity with Salesforce, Gainsight, HubSpot, Excel, or SQL for CRM and reporting analysis • Strong questioning, active listening, and ability to navigate billing, churn, pricing, and sensitive discussions • Self-starter able to build processes and work independently without micromanagement • Ability to collaborate cross-functionally with Sales, Product, Support, and Marketing • Experience with SaaS onboarding, value realization, retention campaigns, or renewals management is a bonus • Solution-oriented attitude, attention to detail, resourcefulness, and ability to multitask • Strong customer service and collaboration skills • Willingness to adopt tools that streamline workflows • Ability to create written and visual materials aligned with company brand guidelines and tone • Proven problem-solving abilities and solutions-oriented mindset • Enthusiasm for healthcare, especially senior healthcare or healthcare for people with intellectual and developmental disabilities