{"id":140031,"url":"https://alion.io/job/ecp123-customer-success-manager","title":"Customer Success Manager","company":{"id":8018,"name":"Extended Care Professional","domain":"ecp123.com","url":"https://alion.io/company/ecp123","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Milwaukee, United States","Chicago, United States","Madison, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Salesforce","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-12T00:00:00Z","employer_posted_date":"2026-08-12","last_verified_at":"2026-10-29T22:35:58Z","board_verified":true,"closed_at":null,"days_open":78,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":78},"description":"ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,500 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.\nWe 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.\nWe’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.\nOur team is based in Milwaukee, but we are open to this position being fully remote.\nDrive Customer Value: Schedule success check-ins and outreach campaigns to ensure customers fully leverage key modules-CRM, eMAR, EHR, Billing, Move-Ins.\nPartner and communicate cross-functionally with internal teams to ensure world-class experiences for our customers throughout their lifecycle\nMomentum Management: Catalyze usage during adoption dips-analyze data, diagnose friction, and coordinate solutions\nServe as a product expert, guiding customers on best practices and helping them leverage ECP features to overcome challenges\nIssue Resolution: Respond swiftly to pricing queries, churn flags, and support escalations, turning challenges into constructive conversations\nPlaybook Development: Build and evolve outreach sequences, adoption frameworks, negotiation scripts, objection-handling guides, and retention flows\nEnsure that all customers derive maximum value from their investment with ECP, leveraging success plans to demonstrate ROI\nStrategically guide clients on how our tools and partnership can impact their business to secure their top initiatives\nCustomer Advocacy: Collect feedback, spotlight success stories, and facilitate case studies to amplify customer voice\nTake client satisfaction to the next level by acting as your clients' internal advocate\nBe an exceptional communicator not only towards the customer, but internally too, to appropriately manage customer concerns and needs\nRequirements\nExperience in SaaS Success/Inside Sales: 2-5 years in roles like CSM, SDR, retention, or customer growth-especially in high-volume outreach environments.\nBachelor's degree required\nProactive mindset: Comfortable cold outreach-calls, emails, demos-with a track record of converting conversations into outcomes\nAnalytical 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)\nIndependent & structured: A self-starter who thrives in building processes and working without micromanagement\nBelief in cross-functional teamwork with Sales, Product, Support, and Marketing to drive customer success. \nBonus: Hands-on with SaaS onboarding, value realization, retention campaigns, or renewals management. \nSolution-oriented attitude, attention to detail, resourcefulness, and a strong ability to multitask\nSuperior internal/external customer service and strong collaboration skills\nEarly adopter of tools to streamline workflows \nAbility to craft written and visual materials in alignment with company brand guidelines and tone\nProven problem-solving abilities and a solutions-oriented mindset\nEnthusiasm for healthcare, especially senior healthcare or healthcare for those with intellectual and developmental disabilities","description_format":"text","description_chars":4925,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["EHR & Clinical Software","Practice Management Software"],"lifecycle":[{"event":"open","at":"2026-08-11T00:00:00Z"},{"event":"open","at":"2026-09-06T02:40:00Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.311,"p_room":0.28,"age_days":78,"expected_fill_days":15,"reasons":["conf:0","velocity","win:tail","crowd:"],"computed_at":"2026-10-29T05:49:05Z"},"pay":null,"html_url":"https://alion.io/job/ecp123-customer-success-manager","json_url":"https://alion.io/job/ecp123-customer-success-manager.json","meta":{"generated_at":"2026-10-29T23:41:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34851,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8018},"rest":"https://alion.io/mcp/rest/get_company?id=8018"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fecp123-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fecp123-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fecp123-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ecp123-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fecp123-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":140031}},{"tool":"search_jobs","arguments":{"company":"ecp123.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":140031},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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