Customer Success Manager - Value Realization

Customer Success Manager - Value Realization

Overview

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and by developing and releasing new products to serve our customers.

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 a Customer Success & Value Growth Specialist who will be the voice and main source of continuous value for our customers. You'll proactively engage users to maximize product adoption, identify growth opportunities, and forge strong customer relationships. On the reactive side, you'll manage billing concerns, process issues, churn indicators, and pricing questions—ultimately transforming them into opportunities to strengthen value. This role blends strategic outreach with nimble problem-solving, requiring both persuasion and empathy.

We're not looking for someone to just 'stop churn'—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.

Responsibilities

• Drive Customer Value: Schedule success check-ins and outreach campaigns to ensure customers fully leverage key modules—CRM, eMAR, EHR, Billing, Move-Ins. Partner 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

Qualifications

• Experience in SaaS Success/Inside Sales: 2-5 years in roles like CSM, SDR, retention, or customer growth—especially in high-volume outreach environments
• 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. Bachelor's degree required
• 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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service

Industries

• IT Services and IT Consulting