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 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.