Customer Success Manager
New
E
ECPHealthcare SaaS
Our team is based in Milwaukee, but we are open to this position being fully remote.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–5 years
- Required Skills
- SQLSalesforceMicrosoft ExcelCustomer SuccessSaaSHubSpotAccount ManagementCRM
Requirements
- 2–5 years of experience in SaaS Success or Inside Sales (e.g., CSM, SDR, retention, or customer growth).
- Bachelor's degree.
- Experience in high-volume outreach environments.
- Strong proficiency in cold outreach, including calls, emails, and product demos.
- Familiarity with CRM and reporting tools such as Salesforce, Gainsight, HubSpot, Excel, or SQL.
- Ability to analyze data to monitor patterns and derive actionable insights.
- Demonstrated ability to navigate sensitive discussions regarding billing, churn, and pricing.
- Self-starter mindset with the ability to build processes and work independently without micromanagement.
- Strong cross-functional collaboration skills.
- Ability to craft written and visual materials aligned with brand guidelines.
- Enthusiasm for healthcare, particularly senior living or intellectual/developmental disability care.
Responsibilities
- Drive customer value by scheduling success check-ins and outreach campaigns for key modules like CRM, eMAR, EHR, Billing, and Move-Ins.
- Partner with internal teams across Sales, Product, Support, and Marketing to ensure a world-class customer experience.
- Monitor engagement and usage data to diagnose friction points and catalyze usage during adoption dips.
- Serve as a product expert, guiding customers on best practices and ECP feature utilization.
- Manage issue resolution for pricing, churn flags, and escalations while maintaining constructive client relationships.
- Develop and evolve outreach sequences, adoption frameworks, negotiation scripts, and retention playbooks.
- Demonstrate ROI to customers using success plans and help them align ECP tools with their business initiatives.
- Act as a customer advocate by collecting feedback, sharing success stories, and facilitating case studies.
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