Customer Success Manager - Healthcare, Product Team

Overview With over 50 years of proven success, ECG, ranked as a Best Midsized Firm to Work For 2025 by Consulting Magazine, is the most experienced healthcare consulting firm in the US. Working exclusively in this space, our people consistently demonstrate their ability to solve challenges for providers and achieve better patient outcomes. Across our eight office locations, we’re seeking individuals who will show the courage to find innovative solutions and make a direct impact on the delivery of healthcare services nationwide. About ECG ECG is a national consulting firm that is redefining healthcare together with its clients. We provide a broad range of strategic, financial, operational, and technology-enabled consulting services to the full continuum of care, including hospitals, health systems, medical groups, academic medical centers, children’s hospitals, cancer centers, ambulatory surgery centers, investors, and payers/health plans. Our work focuses on creating practical, tailored solutions that help clients maximize resources and achieve sustainable results. We value collaboration, integrity, and innovation, and are committed to fostering an inclusive and supportive work environment. Your Opportunity with ECG: Customer Relationship and Success Manager, Product Team As the customer relationship and success manager working with ECG’s product team, you will play a pivotal role in managing and nurturing relationships with subscribing customers across ECG’s portfolio. You serve as the main point of contact for clients post-sale and post-implementation. You will be responsible for ensuring our subscribers derive maximum value from their subscriptions, optimizing the use of products, leading renewal and renegotiation efforts, and collaborating closely with internal teams to enhance our product offerings. The ideal candidate will possess a strong understanding of SaaS products, healthcare and IT trends, and the healthcare landscape. You will be instrumental in driving satisfaction, retention, and revenue growth while maintaining a high level of technical expertise and triaging customer support. Your ability to manage and grow subscriber relationships will directly influence our company’s success. By ensuring that our subscribers receive the maximum value from our products and by identifying new opportunities for growth, you will play a critical role in driving subscription revenue and shaping the future of our SaaS offerings and supportive services. Your contributions will not only enhance subscriber satisfaction but strengthen our position as a leading provider of technology solutions in the healthcare industry. Your responsibilities may include but are not limited to those listed below. 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. You will work with the product team to develop meaningful and valuable product enhancements. Lead and coordinate 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. Revenue Growth 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. Customer Success 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. Product Knowledge and Training Maintain a strong technical understanding of our products. Continuously expand your knowledge of healthcare and IT industry trends and relevant regulatory changes to better serve our subscribers. Assist with testing new product features, and contribute to benchmarking efforts to ensure our products remain competitive and valuable to subscribers. Train and mentor staff, sharing best practices in account management, negotiation, and customer service. Engage in ongoing professional development to stay ahead in the dynamic SaaS and healthcare worlds, fostering a culture of continuous improvement within the team. 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. Job Locations Preferred location: Minneapolis Other locations: Atlanta, Boston, Chicago, Dallas, San Diego, or Washington DC Will explore remote options based on candidate qualifications Office-based candidates will be required to work a hybrid schedule with an average of 4-6 days per month in the office Schedule Full time/exempt What You Can Expect of Us To reward our driven, innovative, and passionate employees, we’ve built a company culture that’s centered on performance. We offer 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 110,000–120,000 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. Apply now and make an impact for years to come. To begin the recruitment process, please submit your resume via our career site at ECG provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, color, religion, national origin, citizenship, ancestry, age, disability, pregnancy, medical condition (cancer and genetic characteristics), genetic information, gender, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other legally protected characteristic. We participate in E-Verify as part of our onboarding process. Having the permanent legal right to work in the United States is a condition of employment. ECG is not currently able to provide assistance to candidates requiring sponsorship or a visa. #LI-SC1 #LI-Hybrid #J-18808-Ljbffr