Sr. Customer Success Manager

Hhaexchange; United States; On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Health plans

Paid time off

Company holidays

401K retirement program

Job summary

HHAeXchange is seeking a Sr Customer Success Manager to lead strategic relationships with national MCO partners, driving adoption, growth, and value realization.

You will work with executive stakeholders, coordinate cross-functional efforts, and ensure successful delivery of solutions across multiple markets. The role requires travel, mentorship, and collaboration with sales and product teams to expand opportunities.

Qualifications

• Bachelor's degree required.
• 5+ years of client services experience.
• Experience overseeing teams or projects in a matrix environment.
• Healthcare or homecare industry experience required.
• Experience with SaaS platforms.
• Experience with a partner ecosystem preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Strong client relationship management skills.
• Ability to mentor/coach team members.
• Detail-oriented with strong organizational skills.
• Proficient in Salesforce and MS Office.
• Strong negotiation and presentation skills.
• Problem-solving and analytical skills.
• Demonstrated understanding of the healthcare industry, with home-based care preferred.

Responsibilities

• Build and maintain relationships with clients; serve as primary contact for day-to-day items.
• Ensure client retention through delivery of exceptional service and support.
• Manage challenging client requests, escalation handling, and contract issues.
• Uncover true business needs and understand the client's landscape.
• Ensure timely delivery of solutions aligning with client objectives.
• Partner with product to feedback from client interactions to leadership.
• Maintain weekly client health updates and quarterly reviews.
• Travel to client sites, conferences, and industry events 25%-50%.
• Lead discovery and tailored product demonstrations for additional solutions.
• Mentor onboarding and support for a subset of CSMs; collaborate with sales to identify opportunities.
• Address gaps in implementation, services, and support; manage KPIs for satisfaction.

Skills

Client service

Team leadership

SaaS experience

Communication

Problem solving

Negotiation

Relationship management

Education

Bachelor's degree

Tools

Salesforce

MS Office Suite

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 seeking a Sr Customer Success Manager to join our growing team. This role will serve as the strategic relationship lead for HHAeXchange's largest national Managed Care Organization (MCO) partners. This position will operate at the corporate level, partnering with executive and enterprise stakeholders to drive alignment, adoption, growth, and long-term customer success across multiple markets and business units. The role will act as a trusted advisor, coordinating cross-functional efforts to address enterprise-wide initiatives, identify opportunities for expansion, and ensure consistent value realization from HHAeXchange solutions across the customer's national footprint.

This role will serve as the point person for designated HHAeXchange clients. The Sr Customer Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution, and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Sr Customer Success Manager will focus on retaining and growing customer relationships.

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market
• Ensure client retention through delivery of exceptional service and support
• Responsible for managing challenging client requests and issue escalations, addressing gaps in implementation and support, and mitigating client risks and contract issues
• Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape
• Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals
• Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership
• Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
• Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives
• Lead discovery and tailored product demonstrations to show the value of additional HHAeXchange solutions
• Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings
• Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors, offering on-site guidance as required
• Play an active role in new hire onboarding and mentoring, as well as manage/mentor a subset of Customer Success Managers (CSMs)
• Collaborate with sales team to identify and grow opportunities within market
• Address gaps in implementation, services, support and or/client needs
• Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.
• Other duties as assigned by supervisor or HHAeXchange leader.
• Travel 25%-50%, including overnight travel

• Bachelor's degree required
• 5+ years of client service experience required
• Experience overseeing teams or projects in a matrix environment
• Experience with healthcare or homecare industry required
• Experience with SaaS platforms preferred
• Experience with a partner ecosystem preferred
• Excellent verbal, written, and interpersonal communication skills
• Strong client relationship management skills with the ability to creatively solve problems to meet client needs
• Ability to mentor/coach team members and provide guidance as needed
• Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
• Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
• Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
• Proficiency in Salesforce and MS Office Suite
• Strong negotiation skills at all management levels with a high measure of authority in critical situations
• Superb presentation skills and the ability to professionally present to clients at varying levels of authority
• Strong problem-solving and analytical skills
• Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
• Passion for customer satisfaction with a great desire to succeed

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.