Senior Manager, Customer Experience
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Job Description
Senior Manager of Customer Experience at ECP, a SaaS platform for senior living communities. Leading CX division and enhancing customer success operations.
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.
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.
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