Customer Success Manager - Healthcare, Product Team at ECG Management Consultants Irving, TX

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.

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.

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. You will support physician and executive leadership to make informed decisions that can alter the course of their enterprises in areas such as physician alignment, mergers and acquisitions, service line planning, provider compensation, fair market value, financial performance, care model transformation, patient access, optimization of managed care portfolios, expansion of digital health, and more.

The goal of this position is to lead and manage subscriber relationships to maximize satisfaction, retention, and revenue growth by using product knowledge and industry insights. You will deliver value through proactive engagement, renewals, and collaboration on product enhancements within the ECG technology and consulting landscape. The ideal candidate is open to new challenges, exceptional at multitasking, adept at building strong relationships quickly, and proficient at learning and selling new solutions.

• Subscriber Management and Retention

  • 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. 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…