Healthcare SaaS Customer Success Manager

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.

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.

ECG has established products related to valuation services, market analysis, and provider needs along with emerging products related to compensation, patient access, financial stewardship, and a variety of other areas. 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.

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.

• 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.
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