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Senior Manager, Customer Experience

1 month ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM
Apply Now
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 2

Description

  • Define operating frameworks, success measures, and communication flows to bring clarity and alignment across CX functions.
  • Translate company and divisional goals into actionable plans, improving prioritization, execution, and cross-team coordination.
  • Identify organizational gaps and drive continuous improvement in processes, structure, and tooling to support scale and consistency.
  • Develop and maintain operating systems, tools, templates, and documentation that streamline workflows and create executive visibility.
  • Provide a steady, professional presence for high-value customers, manage escalations, and drive customer-centric resolution.
  • Oversee key moments in the customer lifecycle, ensuring consistent, high-quality onboarding, adoption, training, and long-term success.
  • Coach and enable managers and team leads, driving structured management practices including goal setting, 1:1s, performance expectations, and team communication.
  • Monitor and interpret CX metrics and KPIs to inform decisions and guide team-level improvements.
  • Partner cross-functionally with Product, Engineering, Sales, Finance, and Operations to translate customer feedback into product insights and ensure commitments from sales translate into successful onboarding and adoption.

Requirements

  • 8+ years of SaaS experience in Customer Success, Implementation, Client Delivery, Professional Services, or similar customer-facing functions.
  • Proven experience leading teams (managers and/or individual contributors) in a growth-stage or fast-moving SaaS organization.
  • Experience working with enterprise or high-stakes accounts, navigating multi-stakeholder groups, managing escalations, and strengthening long-term relationships.
  • Ability to partner effectively with senior leadership to shape divisional direction, influence strategic decisions, and translate vision into operational reality.
  • Strong operational and project-management skills, including comfort with CRM tools, KPIs, process design, delivery workflows, and continuous improvement motions.
  • Ability to thrive in regulated or complex environments (e.g., senior living, healthcare, pharmacy) or demonstrated aptitude for learning them quickly.
  • Exceptional communication skills—clear, concise, and executive-ready across email, video, and in-person interactions.
  • Outcome- and scale-focused mindset; ability to think in systems, efficiencies, customer impact, team readiness, and measurable progress.
  • Bachelor’s degree required.
  • Ability to travel semi-regularly (approximately 25% on average) to engage with clients, collaborate with peers, and support in-market events.

Interested in this position?

Apply directly on the company website

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