Customer Advisor

Change.org, PBC

Minnesota

On-site

USD 65,000 - 75,000

Full time

14 days+

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Benefits offered by this job

Health plans

Paid time off

Company paid holidays

401K retirement plan with companymatch

Job summary

HHAeXchange is seeking a Customer Advisor for our Bloomington, MN office to support agencies with accounts up to $30K ARR. The role blends proactive portfolio management with risk identification, customer retention, renewal readiness, and expansion opportunities to reinforce and expand the value of our solutions.

You will optimize workflows, resolve blockers, and collaborate with Sales, Implementation, Product, and Customer Experience to ensure successful renewals and account growth.

Qualifications

Minimum of 3 years in a customer-facing role with experience resolving complex issues.
Experience managing a high-volume portfolio of customers with competing priorities.
Experience with SaaS or technology platforms and post-implementation engagement.
Proven success retaining customers through consultative conversations and value-driven solutions.
Strong verbal and written communication with stakeholders at all levels.
Empathy, patience and resilience when supporting customers under stress.
Ability to manage multiple priorities with attention to detail and follow-through.
Ability to translate technical features into business outcomes for non-technical stakeholders.
Ability to work independently in a fast-paced environment.

Responsibilities

Portfolio Management & Prioritization: manage a high-volume portfolio with data-driven insights.
Maintain relationships with customer stakeholders to align goals and prepare renewals.
Drive renewal readiness by validating decision-makers and removing blockers.
Prepare concise summaries and risk updates for leadership when escalation is needed.
Expansion Opportunity Management: identify growth signals and qualify opportunities.
Cross-Functional Collaboration: coordinate with Sales, Implementation, Product, and Support.
Customer Data, Documentation & Systems Management: track interactions and health metrics.
Product & Technical Acumen: understand workflows and translate features into business value.

Skills

Customer-facing

Portfolio management

Renewals

Risk identification

SaaS experience

Stakeholder communication

Cross-functional collaboration

Data-driven decision making

Renewal readiness

Account health monitoring

Tools

Gainsight

Salesforce

Gong

Microsoft Office & Teams

AI productivity tools

Job description

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 are hiring a Customer Advisor to join our Minnesota team. This in‑office role supports agencies with accounts up to $30K ARR and up to a 150‑member census. It blends proactive portfolio management with risk identification, customer retention, renewal readiness, and early qualification of expansion opportunities. In this position, you will help customers optimize workflows, resolve operational blockers, and identify opportunities to reinforce and expand the value of our solutions.

This role is in our Bloomington, MN. office.

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

Essential Job Duties

Portfolio Management & Prioritization

Manage a high-volume portfolio of assigned HHAeXchange customers using data-driven insights to prioritize activities and focus efforts where they will have the greatest customer and business impact.
Develop and maintain relationships with customer stakeholders to understand operational goals, identify risks, support retention efforts, and prepare accounts for successful renewals.
Prioritize outreach and engagement activities based on account health, renewal timing, customer engagement, risk indicators, and growth opportunities.

Risk Identification, Retention & Renewal Readiness

Proactively monitor account health and customer activity to identify risks early, document root causes, develop mitigation plans, and maintain accurate retention forecasts.
Own customer retention and save motions for at‑risk accounts, including stakeholder coordination, recovery planning, escalation management, and progress tracking through resolution.
Drive renewal readiness for assigned accounts by validating decision‑makers, identifying and resolving renewal blockers, conducting value‑based discussions, and maintaining accurate renewal forecasts.
Prepare concise summaries, recommendations, and risk updates for leadership when additional visibility, support, or escalation management is required.

Expansion Opportunity Management

Identify customer growth signals and qualify expansion opportunities through an understanding of customer goals, usage trends, and business needs.
Provide structured and actionable expansion opportunity handoffs to Sales, ensuring appropriate context, customer objectives, and next steps are clearly documented.

Cross-Functional Collaboration & Customer Advocacy

Facilitate effective cross-functional collaboration by providing complete customer context, actions taken, customer expectations, and recommended next steps during escalations and handoffs.
Partner closely with Sales, Implementation, Product, Customer Experience, Support, Operations, Finance, and other internal teams to drive successful customer outcomes.
Capture and communicate customer feedback, product requests, operational challenges, and market insights to appropriate internal stakeholders to support continuous improvement efforts.

Customer Data, Documentation & Systems Management

Utilize customer data, health metrics, and analytics to identify trends, monitor progress, and proactively address customer needs.
Leverage Gainsight, Salesforce, and other available tools to manage customer relationships, retention activities, renewal readiness, and account health.
Maintain accurate and timely account documentation in Gainsight and Salesforce, including customer interactions, risks, renewal status, action plans, opportunities, escalations, and next steps.

Product & Technical Acumen

While not a technical support role, develop a strong understanding of customer workflows, platform functionality, and operational processes to effectively discuss customer challenges and translate product capabilities into business outcomes.
Utilize productivity tools and AI-enabled technologies, where appropriate, to improve efficiency, customer engagement, and internal processes.

Travel Requirements

Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

REQUIRED QUALIFICATIONS

Minimum of 3-years in a customer-facing role with experience resolving complex issues and managing relationships

Experience managing a high-volume portfolio of customers with competing priorities.

Experience with SaaS or technology platforms and an understanding of post implementation customer engagement

Demonstrated success in retaining customers through consultative conversations and value driven solutions

Strong verbal and written communication skills for working with operational and executive stakeholders

Empathy, patience, and resilience when working with customers under stress

Ability to manage multiple priorities with attention to detail and follow through
Comfort translating technical features into business outcomes that non-technical stakeholders can act on
Ability to work independently and manage multiple priorities in a fast-paced environment.

PREFERRED BUT NOT REQUIRED

Experience in healthcare or homecare operations

Sales experience related to renewals, upsells, or negotiations

Prior experience with customer success tooling and health score programs
Utilize productivity tools, including AI-enabled technologies when appropriate, to improve efficiency and customer engagement.

TOOLS AND TECHNICAL SKILLS

Candidates are not expected to have mastered every tool on day one. Most of the items below are preferred but not required. Quick ramp ability matters most.

Salesforce or similar CRM platforms

Gainsight or other customer success platforms

Gong or similar call recording and coaching platforms

Microsoft Office Suite and Teams for collaboration and meetings

OneNote or similar note taking systems for customer documentation
Familiarity with AI productivity tools such as Copilot is a plus

The base salary range for this US-based, full-time, and exempt position is $65,000 - $75,000 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.

Success Metrics

Retention & Renewal: Gross Revenue Retention (GRR): 92%