Customer Success Manager - Healthcare, Product Team

About the role

Join Our Product Team
Our growing product team works directly with clients, supporting products as well as consulting teams to help deliver new insights, efficient technology-enabled solutions, streamlined analysis, and world-class intelligence to the healthcare organizations we serve as clients.

Responsibilities

• Own subscriber relationships by managing the entire post-sale life cycle of subscriber relationships, ensuring consistent and proactive engagement with subscribers to maintain satisfaction and improve or sustain retention.
• Lead renewal and renegotiation processes, and renegotiate subscription terms with subscribers, aiming to maximize retention and revenue.
• Collaborate on value optimization with subscribers to understand their needs and ensure they fully utilize the features and benefits of their subscriptions to achieve their business goals.
• Develop and lead the onboarding process for new MD Ranger® and RangerFMV subscribers. Where applicable, collaborate with the ECG implementation team on other products.
• Ensure smooth product setup and integration into customer workflows; conduct training sessions to educate customers on how to use the product(s) effectively; and develop and update onboarding materials, tutorials, and resources to enhance the user experience.
• Serve as the primary point of contact for subscriber inquiries, providing expert-level support and resolving issues in a timely and efficient manner.
• Escalate tier two and tier three issues to the appropriate support teams, and follow up to ensure timely resolution.
• Develop and maintain strong, long-lasting relationships with subscribers by consistently delivering value and exceptional service.
• Establish a robust feedback loop with subscribers to gather insights on their experience, which will inform product enhancements and customer success strategies.
• Meet or exceed subscription-renewal revenue targets by implementing effective account management strategies and identifying upsell and cross-sell opportunities.
• Coordinate appropriate handoffs to ECG sales or consulting teams.
• Continually learn and stay informed about industry trends related to healthcare and SaaS/IT solutions, monitor market activities, and understand competitor offerings to proactively identify opportunities for product enhancements or new product development.
• Provide periodic (e.g., monthly) reports to the head of business and product development and other internal stakeholders on subscription revenue, renewal rates, and other key metrics, offering insights and recommendations for improvement.
• Track and achieve key performance indicators (KPIs).
• Prepare and present reports to project sponsors, senior management, and other customer stakeholders on success initiatives, challenges, and outcomes.
• Collect, analyze, and report feedback to internal teams (e.g., product, engineering) to influence product development and feature prioritization.
• Advocate for users’ needs with the product team, ensuring user voices are heard in strategic planning and the development of product roadmaps.

Qualifications

• Bachelor’s degree in marketing, business administration, communication, or liberal arts.
• Four or more years of experience in customer success, account management, client relationship management, business development, or sales within the technology product sector.
• Healthcare, IT, or SaaS experience is a plus.
• Proven track record of meeting or exceeding customer success and retention targets and driving revenue growth.
• Excellent communication, presentation, and facilitation skills.
• Strong issue resolution and conflict management skills.
• The ability to quickly relate to clients.
• Strong problem-solving abilities and excellent professional judgment.
• Proficiency in issue resolution and CRM software and tools (Microsoft Dynamics, Salesforce, ServiceNow, Jira, etc.).
• Experience specifically with Microsoft Dynamics or ServiceNow is a plus.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to work independently and as part of a collaborative team in a fast-paced, dynamic environment.

Benefits

ECG provides an attractive compensation package, challenging work, and an entrepreneurial environment where you can take ownership of your career—and get out as much as you put in. The estimated base salary range for this job is $110000.00 - $120000.00 annually. It represents a good faith estimate of the range that ECG reasonably expects to pay at the time of the job posting. The actual salary paid will vary based on multiple factors, including but not limited to years of experience, special skills, and market changes.

This job is eligible to participate in ECG’s annual incentive compensation program, which reflects ECG’s pay-for-performance philosophy. The job is also eligible to participate in ECG’s benefit plans, which include medical, dental, and vision coverage, a 401(k) matching program, unlimited PTO, and other wellness programs.