Enterprise Customer Success Manager

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 7,500 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 under-penetrated 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 someone to join our team who thrives in a fast-paced, high-growth, and high-performance culture to own the relationships and success of our largest customers. Driving retention, expansion, and advocacy. Someone who is a relationship builder and understands the importance of working both strategically and tactically to ensure a holistic partnership with measurable value delivery will thrive in this role.

Our headquarters is in Wisconsin, but we are open to remote candidates across the U.S.

• Own the ongoing client relationship for our top ECP customers. Embed yourself in their organization and operations as a trusted thought partner
• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Responsible for proactive communication and ownership of the commercial relationship with our enterprise and upper mid-market customers (including renewals, pricing and licensing changes)
• Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth
• Hold QBRs with key stakeholders that measure value delivery to prevent churn and secure expansion and renewals
• Be a product expert, able to understand what our product can and can't do, and why, and be able to help customers use our product to solve pain points
• Establish yourself as a trusted advisor to foster long-term partnerships with key customer stakeholders and in the market. Attending and presenting at key industry events (ex. Conferences) is expected as part of this role.
• 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
• Increase company revenue through identifying and developing opportunities to upsell customers
• Work to achieve optimal customer health and log all relevant data points to assist in reporting and forecasting
• Garner customer feedback and internally communicate strategic themes and requests to product, marketing, and other teams
• Be an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns
• Ability to learn new technologies and communicate those concepts to customers of varying degrees of technical expertise
• Partner with customers to develop new case studies and other sales and marketing resources

Requirements

• Bachelor's degree required
• Strong empathy for customers and passion for revenue and growth
• Experience working in fast-paced growth environments
• Proven success in client growth, retention, and satisfaction
• Effective at leading and facilitating executive meetings and managing client expectations
• Excellent storyteller using data and best practices, as well as an attentive listener
• Solution-oriented attitude, strong attention to detail, resourceful, and a strong ability to multitask
• Superior internal/external customer service and strong collaboration skills
• Early adopter of tools to streamline workflows
• CRM experience (HubSpot preferred)
• Ability to travel as needed to be on-site with key customers or attend important industry events
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities

Qualification

Bachelor's Degree