ECP

All-in-one cloud software for senior living

Customer Success Manager

Customer SuccessConfirmed live in the last 24 hours

Full-timeRemote in USANo salary listed

About the Job

Requirements

Two to five years of experience in SaaS success, inside sales, customer success management, sales development, retention, or customer growth, especially in high-volume outreach environments.
A bachelor's degree is required.
Comfort with cold outreach through calls, emails, and demos, with a track record of converting conversations into outcomes.
Familiarity with customer relationship management and reporting tools such as Salesforce, Gainsight, HubSpot, Excel, or SQL to monitor patterns and derive insights.
Ability to ask effective questions, listen actively, and navigate sensitive discussions about billing, churn, and pricing.
Ability to work independently, build processes, and work without micromanagement.
Ability to work cross-functionally with Sales, Product, Support, and Marketing to drive customer success.
Solution-oriented attitude, attention to detail, resourcefulness, and ability to multitask.
Strong customer service and collaboration skills.
Ability to adopt tools that streamline workflows.
Ability to craft written and visual materials aligned with company brand guidelines and tone.
Problem-solving abilities and a solutions-oriented mindset.
Enthusiasm for healthcare, especially senior healthcare or healthcare for people with intellectual and developmental disabilities.
Ability to travel as needed, up to approximately 25%.

Responsibilities

Schedule customer success check-ins and outreach campaigns to help customers use key modules, including CRM, eMAR, EHR, Billing, and Move-Ins.
Partner and communicate with internal teams to support customers throughout their lifecycle.
Address drops in product adoption by analyzing data, diagnosing friction, and coordinating solutions.
Serve as a product expert, guide customers on best practices, and help them use ECP features to overcome challenges.
Respond to pricing queries, churn flags, and support escalations.
Build and evolve outreach sequences, adoption frameworks, negotiation scripts, objection-handling guides, and retention flows.
Use success plans to help customers derive maximum value from their investment and demonstrate return on investment.
Guide clients on how ECP tools and the partnership can support their business and top initiatives.
Collect customer feedback, highlight success stories, and facilitate case studies.
Advocate internally for clients and communicate customer concerns and needs.
Monitor customer engagement, identify opportunities to improve adoption and outcomes, and help customers resolve challenges.
Identify growth opportunities, track customer account health, and build trusted customer relationships.
Collaborate cross-functionally to advocate for customer needs, improve customer experience, and contribute to scalable processes that strengthen satisfaction and retention.

Desired Qualifications

Hands-on experience with SaaS onboarding, value realization, retention campaigns, or renewals management.

Customer Success Manager

ECP · Milwaukee, United States (Remote) · Full-time · Posted 2026-08-12

Workplace: remote

Description

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,500 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products. Senior living is deeply underpenetrated with software, and ECP is one of the industry's largest and fastest-growing software companies. Our mission is to build world-class software that improves the quality of life for seniors and improves clinical, business, compliance, and operational performance for our customers.

We are looking for a solutions-oriented Customer Success Manager to join our team. You’ll be the voice and main point of continuous value for our customers. You’ll proactively engage users to maximize product adoption, identify growth opportunities, track the health of customer accounts, and forge strong customer relationships. You’ll build trusted relationships with customers by proactively monitoring engagement, identifying opportunities to improve adoption and outcomes, and helping customers navigate challenges before they become barriers to success. From billing questions and process issues to product guidance and account concerns, you’ll act as a reliable point of contact who helps customers feel supported, informed, and confident in their partnership with us. Success in this role requires a balance of empathy, communication, organization, and problem-solving. You’ll collaborate cross-functionally to advocate for customer needs, improve the customer experience, and contribute to scalable processes that strengthen long-term customer satisfaction and retention.

We’re seeking a champion who aims to maximize lifetime value, nurture active partnerships, and shape how we deliver value at scale. This is a chance to build systems, influence cross-functional strategies, and see real impact on thousands of customer' lives.

Our team is based in Milwaukee, but we are open to this position being fully remote.

Drive Customer Value: Schedule success check-ins and outreach campaigns to ensure customers fully leverage key modules—CRM, eMAR, EHR, Billing, Move-Ins.
Partner and communicate cross-functionally with internal teams to ensure world-class experiences for our customers throughout their lifecycle
Momentum Management: Catalyze usage during adoption dips—analyze data, diagnose friction, and coordinate solutions
Serve as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges
Issue Resolution: Respond swiftly to pricing queries, churn flags, and support escalations, turning challenges into constructive conversations
Playbook Development: Build and evolve outreach sequences, adoption frameworks, negotiation scripts, objection-handling guides, and retention flows
Ensure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI
Strategically guide clients on how our tools and partnership can impact their business to secure their top initiatives
Customer Advocacy: Collect feedback, spotlight success stories, and facilitate case studies to amplify customer voice
Take client satisfaction to the next level by acting as your clients' internal advocate
Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns and needs

Requirements

Experience in SaaS Success/Inside Sales: 2–5 years in roles like CSM, SDR, retention, or customer growth—especially in high-volume outreach environments.
Bachelor's degree required
Proactive mindset: Comfortable cold outreach—calls, emails, demos—with a track record of converting conversations into outcomes
Analytical edge: Familiarity with CRM/reporting tools—Salesforce, Gainsight, HubSpot, or Excel/SQL—to monitor patterns and derive insights. Strong at asking good questions, active listening, and navigating sensitive discussions (billing, churn, pricing)
Independent & structured: A self-starter who thrives in building processes and working without micromanagement
Belief in cross-functional teamwork with Sales, Product, Support, and Marketing to drive customer success.
Bonus: Hands-on with SaaS onboarding, value realization, retention campaigns, or renewals management.
Solution-oriented attitude, attention to detail, resourcefulness, and a strong ability to multitask
Superior internal/external customer service and strong collaboration skills
Early adopter of tools to streamline workflows
Ability to craft written and visual materials in alignment with company brand guidelines and tone
Proven problem-solving abilities and a solutions-oriented mindset
Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities
Ability to travel as needed (up to ~25%)

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About the Company

ECP

All-in-one cloud software for senior living

ECP is a cloud-based, all-in-one software platform for senior living with four core solutions: eMAR, EHR, CRM, and Move-Ins & Billing. eMAR connects with long-term care pharmacies to sync medication orders, automate reorders, and reduce administration errors; EHR provides integrated assessments, a care plan wizard, charting, alerts, and state-required reports. CRM helps communities manage residents and leads, run marketing campaigns, and track occupancy with reporting; Billing handles AR, NSFs, invoices, and payments. It differentiates itself by offering care, operations, marketing, and finances in a single system with pharmacy integration and state reporting, aimed at streamlining operations, improving care quality, and supporting financial growth for senior living communities.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: East Troy, WI
Founded: 2003

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