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.
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.
Requirements
ECP is a cloud-based, all-in-one software platform tailored to the needs of the senior living industry. Our platform offers four core solutions: eMAR, EHR, CRM, Move-Ins and Billing, helping communities streamline operations, improve care quality, and drive financial growth.
ECP's eMAR integrates seamlessly with long-term care (LTC) pharmacies to sync medication orders, automate reordering, and reduce medication administration errors. Our EHR system provides robust care management tools, including integrated assessments, a care plan wizard, point-of-care charting, customizable alerts and reminders, and state-mandated reports.
ECP’s CRM streamlines resident and prospect management, enabling senior living communities to track leads, manage relationships, and automate follow-up tasks. The CRM integrates marketing tools that help communities attract and retain residents by organizing campaigns, capturing inquiries, and maintaining communication history. With robust reporting and insights, users can track occupancy trends and optimize marketing strategies.
ECP’s Billing solution simplifies financial operations with features designed specifically for senior living. From handling accounts receivable (AR) and non-sufficient funds (NSFs) to generating invoices and processing payments, the system ensures transparency and accuracy in financial management.
Designed for versatility, ECP is touch-screen friendly and compatible across PC, Mac, netbooks, tablets, and iPads. With thousands of communities worldwide relying on ECP, our platform’s flexible SAAS pricing model ensures that users only pay for their current occupancy level. ECP’s customizable settings also allow communities to quickly create personalized assessments and care plans, automatically generating daily tasks for point-of-care charting, without the need for custom programming.
