Customer Relationship and Success Manager, Product Team

ECG Management Consultants•San Diego, CA

8h•Hybrid

About The Position

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 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. 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.

Requirements

Bachelor’s degree in marketing, business administration, communication, or liberal arts.
Four or more years of experience in customer success, account management, client relationship management, business development, or sales within the technology product sector.
Proven track record of meeting or exceeding customer success and retention targets and driving revenue growth.
Excellent communication, presentation, and facilitation skills.
Strong issue resolution and conflict management skills.
The ability to quickly relate to clients.
Strong problem-solving abilities and excellent professional judgment.
Proficiency in issue resolution and CRM software and tools (Microsoft Dynamics, Salesforce, ServiceNow, Jira, etc.).
Proficiency in Microsoft Word, Excel, and PowerPoint.
Ability to work independently and as part of a collaborative team in a fast-paced, dynamic environment.

Nice To Haves

Healthcare, IT, or SaaS experience is a plus.
Experience specifically with Microsoft Dynamics or ServiceNow is a plus.

Responsibilities

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.
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.
Meet or exceed subscription-renewal revenue targets by implementing effective account management strategies and identifying upsell and cross-sell opportunities.
Coordinate appropriate handoffs to ECG sales or consulting teams.
Continually learn and stay informed about industry trends related to healthcare and SaaS/IT solutions, monitor market activities, and understand competitor offerings to proactively identify opportunities for product enhancements or new product development.
Provide periodic (e.g., monthly) reports to the head of business and product development and other internal stakeholders on subscription revenue, renewal rates, and other key metrics, offering insights and recommendations for improvement.
Track and achieve key performance indicators (KPIs).
Prepare and present reports to project sponsors, senior management, and other customer stakeholders on success initiatives, challenges, and outcomes.
Collect, analyze, and report feedback to internal teams (e.g., product, engineering) to influence product development and feature prioritization.
Advocate for users’ needs with the product team, ensuring user voices are heard in strategic planning and the development of product roadmaps.
Maintain a strong technical understanding of our products.
Continuously expand your knowledge of healthcare and IT industry trends and relevant regulatory changes to better serve our subscribers.
Assist with testing new product features, and contribute to benchmarking efforts to ensure our products remain competitive and valuable to subscribers.
Train and mentor staff, sharing best practices in account management, negotiation, and customer service.
Engage in ongoing professional development to stay ahead in the dynamic SaaS and healthcare worlds, fostering a culture of continuous improvement within the team.