Customer Success Manager, Enterprise

HHAeXchange; New York (NY); On-site; USD 105,000 - 125,000; Full time

Benefits offered by this job

Competitive health plans

Paid time-off

401K retirement programme

Job summary

Change.org, PBC is seeking a Customer Success Manager to guide strategic enterprise accounts through the relationship lifecycle at HHAeXchange. The role involves managing onboarding, adoption, and renewals to maximize customer value and retention.

This hybrid position requires strong relationship management skills and effective communication with senior stakeholders. Applicants should have at least 3 years of experience in Customer Success or Account Management, with a proficiency in using platforms like Gainsight and Salesforce.

Qualifications

• 3+ years of experience in Customer Success or Account Management.
• Proficiency in using CRM systems to manage customer relationships.
• Excellent executive presence with strong communication skills.

Responsibilities

• Own and manage the client relationship for assigned customers.
• Develop strong relationships with executive decision-makers.
• Monitor customer health and mitigate risks.

Skills

Customer Success Management

Account Management

Communication Skills

Analytical Skills

Generative AI tools

Education

Bachelor's degree in a related field

Tools

Gainsight

Salesforce

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.

HHAeXchange is seeking a proactive and experienced Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will manage a portfolio of 30–50 highly engaged, strategic enterprise accounts, guiding them through the entire lifecycle from contract signature to renewal and expansion. This segment requires deep partnership management, executive alignment, and tailored success strategies that support complex growth opportunities. The ideal candidate will be a strategic partner to our clients, ensuring they achieve maximum value from our solutions, leading to high renewal rates and identifying areas for long-term account development. While this role is not quota-carrying, your success will be measured by your ability to drive exceptional net retention, deepen executive relationships, and partner effectively with our quota‑carrying Account Management team.

This is a hybrid position, with an expectation to report to the Midtown Manhattan, NYC office 3 days/week (typically Tues/Wed/Thurs).

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

• Own and manage the end-to-end relationship for a portfolio of assigned HHAeXchange customers, including onboarding, adoption, value realization, renewal and expansion.
• Develop and maintain strong relationships with key customer stakeholders, including executive decision‑makers, to understand their business objectives and ensure alignment with HHAeXchange solutions.
• Proactively monitor customer health, identify and mitigate risks, and lead strategic conversations to demonstrate the ongoing value and ROI of HHAeXchange products.
• Drive high renewal rates within your portfolio and collaborate with the sales team to identify and nurture expansion opportunities based on deep understanding of customer needs and successes. Net retention, customer health, adoption and advocacy will be key performance metrics for this role.
• Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision‑making.
• While not a technical support role, this role requires being able to comfortably engage in technical discussions, understand customer workflows, and effectively communicate technical concepts to non‑technical audiences.
• Leverage extensive experience with generative AI tools and prompt engineering to enhance customer engagement, develop strategic insights and optimise internal processes.
• Serve as a customer advocate internally, working closely with Product Management to relay customer feedback and contribute to the continuous improvement of our offerings. Collaborate with Sales, Implementation and Support teams to ensure a seamless customer experience.
• Utilise customer data and analytics to track progress, identify trends and proactively address customer needs. Use Gainsight and Salesforce to manage customer relationships, retention and health.

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

• Bachelor's degree in a related field or equivalent practical experience.
• Proven experience (3+ years) in Customer Success, Account Management or a similar client‑facing role within the enterprise SaaS industry.
• Demonstrated ability to manage a similar sized portfolio of customers and drive strong net retention.
• Excellent executive presence and communication skills, with the ability to engage and influence senior‑level stakeholders.
• Strong analytical and problem‑solving skills, with a data‑driven approach to customer management.
• Proficiency in using Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce) and other relevant business tools.
• Extensive hands‑on experience with generative AI tools and prompt engineering techniques.
• Previous experience in the healthcare technology sector, particularly with Medicaid programmes, is a significant plus but not required.
• Ability to work independently and manage multiple priorities in a fast‑paced environment.

The base salary range for this US‑based, full‑time and exempt position is $105,000 - $125,000, 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 programme with a company‑elected match, including other company‑sponsored programmes.

HHAeXchange is an equal‑opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, colour, 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.