Senior Manager, Customer Experience

ECP
Madison, WI
Remote
Job Description
ECP is a fast-growing SaaS platform powering day-to-day operations for more than 8,000 senior living communities across the country. As the industry evolves, we continue to expand our product suite and deepen our commitment to helping operators deliver better care with greater efficiency. We are seeking a thoughtful, people-centered operational leader to help shape the future of our Customer Experience (CX) division.

Requirements

  • 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.

Benefits

  • 401k Matching
  • Retirement Plan
  • Generous Paid Time Off
  • Tuition Reimbursement
  • Relocation Assistance
  • Generous Parental Leave
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