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ECP · 2 weeks ago

Senior Manager, Customer Experience

Madison, WI

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

ECP is a fast-growing SaaS platform powering day-to-day operations for more than 8,000 senior living communities across the country. The Senior Manager, Customer Experience will help shape the future of the CX division by defining operating frameworks and improving customer engagement while leading a team focused on delivering exceptional service.

Electronic Health Record (EHR)Health CareMedicalRisk ManagementSoftware

Growth Opportunities

Responsibilities

Define operating frameworks, success measures, and communication flows that bring clarity across CX functions

Translate company goals into actionable plans, improving alignment, prioritization, and execution across teams

Identify and address organizational gaps, driving continuous improvement in process, structure, and tooling

Develop and maintain operating systems that support scale, consistency, and cross-team coordination

Partner with the VP of CX to shape divisional strategy, highlight opportunities, and increase leadership capacity

Provide a steady, professional presence for high-value customers, supporting escalations and driving resolution in a customer-centric manner

Oversee key moments in the customer lifecycle to ensure consistent, high-quality onboarding, adoption, training, and long-term success

Support enterprise account health by coordinating with internal teams to deliver on commitments and enable customer outcomes

Architect and drive improvements to customer-facing processes, helping teams diagnose challenges and design scalable solutions. Measure success of all process improvements

Coach and enable managers and team leads, providing guidance that strengthens their effectiveness and confidence

Reinforce and elevate the culture that makes ECP's CX team strong with accountability, ownership, and customer-centricity at the center of what we build

Lead and coach structured management practices including goal setting, 1:1s, team communication practices, and performance expectations

Support teams through change, offering clarity and context during periods of growth and transformation

Drive alignment across teams so priorities, expectations, and success measures are consistently understood. and develop managers, offering guidance, frameworks, and coaching that elevate team performance

Build and refine processes that improve scale, efficiency, and quality across the CX organization and improve executive visibility

Establish tools, templates, and documentation that streamline workflows and create consistency

Monitor and interpret CX metrics, informing decisions and guiding team-level improvements

Champion improvements that enhance both customer experience and internal team experience

Ensure effective use of internal systems including CRM, project tools, dashboards, and communication platforms. Including implementing and adopting new systems as needed

Strengthen alignment with Product, Engineering, Sales, Finance, and Operations, supporting shared customer outcomes

Translate customer feedback into actionable insights for product and engineering teams

Partner with Sales & Account Management to ensure expectations set during the sales cycle translate into successful onboarding and adoption

Represent CX perspectives in internal discussions, ensuring customer needs and team realities are understood

Qualification

SaaS experienceCustomer SuccessOperational skillsProject managementEnterprise account managementCommunication skillsCultural developmentTeam leadershipCross-functional collaborationProblem-solving

Required

8+ years of SaaS experience across Customer Success, Implementation, Client Delivery, Professional Services, or similar customer-facing functions

Proven experience leading teams (managers and/or ICs) in a growth-stage or fast-moving SaaS organization

Background working with enterprise or high-stake accounts — navigating multi-stakeholder groups, managing escalations, and strengthening long-term relationships

Ability to partner effectively with senior leadership — helping shape divisional direction, influencing strategic decisions, and translating vision into operational reality

Strong operational and project-management skills — comfortable with CRM tools, KPIs, process design, delivery workflows, and continuous improvement motions

Ability to thrive in regulated or complex environments (senior living, healthcare, pharmacy, or similar), or a demonstrated aptitude for learning them quickly

Exceptional communication skills — clear, concise, executive-ready, and effective across email, Zoom, and in-person discussions

A mindset focused on outcomes and scale. You think in systems, efficiencies, customer impact, team readiness, and measurable progress

Bachelor's degree required

Ability to travel semi-regularly (25% avg.) to engage with clients, collaborate with peers, and support in-market events