SMB Customer Success Manager

ECP is a market-leading SaaS software solution that enables senior living communities to better care for their residents. ECP is used in over 2,000 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.

Our Customer Success team is new to ECP, and we are looking for someone to join our team who thrives in a fast-paced, high-growth, and high-performance culture. Someone who is comfortable with change, finds it motivating to help develop process, and contribute to organization development will find this role rewarding.

• Partner with internal teams to ensure world-class experiences for our customers throughout their lifecycle
• Responsible for proactive communication with our small to lower mid-market customers, including renewals, and add on service opportunities
• Own the client experience post-implementation, focusing on client growth, satisfaction, retention, and expansion opportunities
• Hold QBRs with key stakeholders, prevent churn and improve on 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
• 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
• Monitor account health across a book of accounts, and lead project management opportunities that contribute to client adoption, utilization, and growth
• 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
• Take client satisfaction to the next level by acting as your clients' internal advocate
• 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
• Work with the product team to provide customer feedback to improve our product
• Work with customers to develop new case studies and other sales and marketing resources

Requirements

• Bachelor's degree preferred
• 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)
• Enthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities