Sr. Manager, Customer Success

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

We're seeking an experienced Sr. Manager, Customer Success to manage the CS team and portfolio, driving customer relationship excellence as we scale our next-gen home care provider technology. This role is a great fit for a leader who wants to make a difference for tens of thousands of caregivers and families, working alongside a passionate and focused team. You’ll work cross functionally, spanning Product, Implementation, and more, to develop and grow a best in class function. We operate from a start-up mindset, in a collaborative, customer-focused environment that values flexibility, adaptability, innovation, and continuous improvement. As part of a small but impactful team, you'll have the opportunity to contribute ideas and help deliver meaningful outcomes for our customers.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

• Responsible for leading and managing the Customer Success team, driving a high-performance culture and providing leadership through mentoring and strategic direction setting.
• Use a combination of listening, problem solving, consulting, and educating to align clients’ business needs, pain points, and challenges to the value proposition of the product and keep us ahead of the curve.
• Own the full customer lifecycle for a portfolio of several hundred home care agency customers, driving adoption, retention, renewal and expansion (NRR, GRR).
• Responsible for the ongoing health of client relationships while building and maintaining strong long-lasting partnerships.
• Use a combination of listening, problem solving, consulting, and educating to align clients’ business needs, pain points, and challenges to the value proposition of the product and keep us ahead of the curve.
• Lead business reviews and strategic discussions with senior client leadership, driving alignment and influencing decision making towards the best use of the platform. Understand customers’ organizational landscapes, identifying key stakeholders and building strong relationships with key executives.
• Develop excellent, polished PPT presentations to drive executive steering committee sessions with large customer accounts.
• Work cross functionally with Product and other areas to manage and deliver on customer expectations and commitments, providing valuable feedback from client interactions to senior leadership.
• Navigate complex, challenging client requests and issue escalations.
• Demonstrate subject matter expertise in the areas of the product customers prioritize, such as healthcare billing, EVV compliance, care documentation, and financial reporting.
• Utilize customer data and analytics to track portfolio health, identify trends, and proactively address customer needs.
• Optimize use of team tooling such as Gainsight and Salesforce, and find ways to drive the function’s efficiency and output with gen AI.
• Regularly travel to client sites, conferences, and industry events to represent the company, and engage with stakeholders.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• 8+ years of Customer Success experience in B2B SaaS
• 2+ years of people management experience
• Healthcare industry experience required, home care preferred
• Excellent verbal, written, and interpersonal communication skills
• Skilled in cultivating and maintaining strong relationships with customers and internal teams, consistently demonstrating effective relationship management, even in high-pressure situations
• Ability to lead and motivate teams, continuously assessing talent and development needs
• Proficiency in Salesforce and MS Office Suite (Gainsight preferred)
• Understanding of customer success metrics and analytics (NRR, GRR, etc.)
• Strong presentation skills and the ability to professionally present to clients at executive and strategic levels
• Strong problem-solving and analytical skills (including Excel data analysis)

The base salary range for this US-based, full-time, and exempt position is $120,000 - $140,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.