Customer Relationship & 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 United States.

We work exclusively in healthcare consulting, consistently solving challenges for providers to achieve better patient outcomes. Across our eight office locations, we seek individuals who courageously find innovative solutions and make a direct impact on the delivery of healthcare services nationwide.

About ECG

ECG is a national consulting firm redefining healthcare with clients. We provide strategic, financial, operational, and technology‑enabled consulting across 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.

Job Details

Join Our Product Team

Our growing product team works directly with clients, supporting products and consulting teams to deliver new insights, efficient technology‑enabled solutions, streamlined analysis, and world‑class intelligence to the healthcare organizations we serve. You will support physician and executive leadership to make informed decisions in areas such as physician alignment, mergers and acquisitions, service line planning, provider compensation, fair market value, financial performance, care model transformation, patient access, managed care portfolio optimization, digital health expansion, and more.

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.

Your Opportunity with ECG: Customer Relationship and Success Manager, Product Team

As the customer relationship and success manager working with ECG’s product team, you will manage and nurture relationships with subscribing customers across ECG’s portfolio. You will serve as the main post‑sale and post‑implementation point of contact, ensuring subscribers derive maximum value, optimize product usage, lead renewal and renegotiation efforts, and collaborate with internal teams to enhance product offerings.

You will be instrumental in driving satisfaction, retention, and revenue growth while maintaining a high level of technical expertise and triaging customer support.

Responsibilities

• Own subscriber relationships by managing the entire post‑sale lifecycle, ensuring proactive engagement to maintain satisfaction and improve or sustain retention.
• Lead renewal and renegotiation processes, aiming to maximize retention and revenue.
• Collaborate on value optimization with subscribers to ensure they fully utilize their subscriptions and work with the product team to develop meaningful enhancements.
• Lead and coordinate the onboarding process for new MD Ranger® and RangerFMV subscribers, collaborating with the ECG implementation team for other products. Ensure smooth product setup, training, and develop onboarding materials, tutorials, and resources.
• Serve as the primary point of contact for subscriber inquiries, providing expert‑level support, resolving issues efficiently, and escalating tier two and tier three issues to appropriate support teams.
• 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 that inform product enhancements and customer success strategies.

Revenue Growth

• Meet or exceed subscription‑renewal revenue targets by implementing effective account management strategies and identifying upsell and cross‑sell opportunities.
• Learn and stay informed about industry trends related to healthcare and SaaS/IT solutions, monitor market activities, and understand competitor offerings to identify product enhancements or new development opportunities.
• Provide periodic reports to the head of business and product development and other stakeholders on subscription revenue, renewal rates, and key metrics, offering insights and recommendations for improvement.

Customer Success

• Track and achieve key performance indicators (KPIs).
• Prepare and present reports to project sponsors, senior management, and other 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 product roadmaps.

Product Knowledge and Training

• Maintain a strong technical understanding of our products.
• Continuously expand knowledge of healthcare and IT industry trends and relevant regulatory changes.
• Assist with testing new product features and contribute to benchmarking efforts to keep products 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 environments.

Qualifications

• 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. Healthcare, IT, or SaaS experience is a plus.
• 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.
• 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.). Experience specifically with Microsoft Dynamics or ServiceNow is a plus.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to work independently and as part of a collaborative team in a fast‑paced, dynamic environment.

Job Locations

• Preferred location: Minneapolis
• Other locations: Atlanta, Boston, Chicago, Dallas, San Diego, or Washington DC
• Will explore remote options based on candidate qualifications
• Office‑based candidates required to work a hybrid schedule with an average of 4–6 days per month in the office

Schedule

Full time/exempt

What You Can Expect Of Us

We’ve built a company culture centered on performance. We offer an attractive compensation package, challenging work, and an entrepreneurial environment where you can take ownership of your career—and get out as much as you put in.

Estimated base salary range: $110,000–$120,000 annually. The actual salary will vary based on factors such as experience, skills, and market changes. The job is eligible to participate in ECG’s annual incentive compensation program and benefit plans, which include medical, dental, and vision coverage, a 401(k) matching program, unlimited PTO, and other wellness programs.

Equal Employment Opportunity Statement

ECG provides equal employment opportunities to all employees and applicants for employment without regard to sex, race, color, religion, national origin, citizenship, ancestry, age, disability, pregnancy, medical condition (cancer and genetic characteristics), genetic information, gender, gender identity or expression, sexual orientation, marital status, military or veteran status, or any other legally protected characteristic. ECG participates in E‑Verify as part of its onboarding process. Having the permanent legal right to work in the United States is a condition of employment. ECG is not currently able to provide assistance to candidates requiring sponsorship or a visa.