Job description
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 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 a Customer Success & Value Growth Specialist, 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, and forge strong customer relationships. On the reactive side, you’ll manage billing concerns, process issues, churn indications, 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.
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
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 insightsStrong 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
