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.

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.

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.

• 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…