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Customer Success Manager

1 hour, 22 minutes ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
CRM HubSpot Salesforce SQL
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ECP

ECP

ECP provides a comprehensive web-based software solution designed for assisted living and senior care communities, featuring electronic medical records (EHR), electronic medication administration records (eMAR), customer relationship management (CRM), ...

Internet Software & Services
51-250
Founded 2004
View All Jobs 4

Description

  • Schedule success check-ins and outreach campaigns to drive adoption of key product modules.
  • Monitor customer engagement and account health to identify risks, friction, and growth opportunities.
  • Respond to billing questions, pricing concerns, churn flags, and support escalations.
  • Serve as a product expert by guiding customers on best practices and feature usage.
  • Collaborate cross-functionally with Sales, Product, Support, and Marketing to improve customer outcomes.
  • Build and refine outreach sequences, adoption frameworks, scripts, objection-handling guides, and retention flows.
  • Use success plans to demonstrate ROI and help customers realize value from their investment.
  • Collect customer feedback, share success stories, and support case study development.
  • Act as an internal advocate for customer needs and concerns.
  • Help customers navigate challenges before they become barriers to success.

Requirements

  • 2–5 years of experience in SaaS Success, Inside Sales, CSM, SDR, retention, or customer growth roles.
  • Bachelor's degree required.
  • Experience with high-volume outreach, including calls, emails, and demos.
  • Familiarity with CRM/reporting tools such as Salesforce, Gainsight, HubSpot, Excel, or SQL.
  • Strong questioning, active listening, and sensitivity in billing, churn, and pricing conversations.
  • Ability to work independently, build processes, and operate without micromanagement.
  • Strong cross-functional collaboration skills.
  • Solution-oriented mindset with attention to detail, resourcefulness, and multitasking ability.
  • Excellent written, visual, and verbal communication skills aligned to brand tone.
  • Experience with SaaS onboarding, value realization, retention campaigns, or renewals management is a bonus.
  • Enthusiasm for healthcare, especially senior healthcare or care for people with intellectual and developmental disabilities.

Benefits

  • Fully remote work option.
  • Opportunity to work on a fast-growing SaaS product serving senior living communities.
  • Chance to build systems and influence cross-functional strategy.
  • Opportunity for meaningful impact on customer outcomes and residents' quality of life.

Interested in this position?

Apply directly on the company website

Apply Now

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