HHAeXchange
Overview
Join to apply for the
Customer Success Manager, Mid-Market
role at
HHAeXchange . 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. This hybrid role manages a portfolio of up to 80 mid-market customers, guiding them through the lifecycle from contract signature to renewal and expansion. The role emphasizes scalable engagement, operational excellence, and success planning to support a higher volume of accounts with varied needs. Success is measured by net retention and collaboration with the quota-carrying Account Management team to identify areas of expansion. This is a hybrid position with onsite expectations for team members located in Minneapolis, New York City, or Washington, D.C. and a preference for Minneapolis as the growth hub for customer success operations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Responsibilities
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 ongoing value and ROI of HHAeXchange products. Drive high renewal rates within the portfolio and collaborate with the sales team to identify and nurture expansion opportunities based on a deep understanding of customer needs and successes. Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision-making. Engage in technical discussions, understand customer workflows, and 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 optimize internal processes. Serve as a customer advocate internally, relay customer feedback to Product Management, and collaborate with Sales, Implementation, and Support teams to ensure a seamless customer experience. Utilize customer data and analytics to track progress, identify trends, and proactively address customer needs using Gainsight and Salesforce to manage relationships, retention, and health. Qualifications
Bachelor's degree in a related field or equivalent practical experience. 3+ years in Customer Success, Account Management, or a similar client-facing role within the enterprise SaaS industry. Experience managing a portfolio of customers and driving 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 with Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and other relevant tools. Extensive hands-on experience with generative AI tools and prompt engineering. Previous experience in healthcare technology, particularly with Medicaid programs, is a plus but not required. Ability to work independently and manage multiple priorities in a fast-paced environment. Travel
Travel 10-25%, including overnight travel. Salary and Benefits
The base salary range for this US-based, full-time, exempt position is $90,000 - $105,000, not including variable compensation. Starting salary will be based on experience, education, training, merit, location, and alignment with HHAeXchange core values. This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time off, company-paid holidays, a 401K retirement program with company match, and 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.
#J-18808-Ljbffr
Join to apply for the
Customer Success Manager, Mid-Market
role at
HHAeXchange . 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. This hybrid role manages a portfolio of up to 80 mid-market customers, guiding them through the lifecycle from contract signature to renewal and expansion. The role emphasizes scalable engagement, operational excellence, and success planning to support a higher volume of accounts with varied needs. Success is measured by net retention and collaboration with the quota-carrying Account Management team to identify areas of expansion. This is a hybrid position with onsite expectations for team members located in Minneapolis, New York City, or Washington, D.C. and a preference for Minneapolis as the growth hub for customer success operations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Responsibilities
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 ongoing value and ROI of HHAeXchange products. Drive high renewal rates within the portfolio and collaborate with the sales team to identify and nurture expansion opportunities based on a deep understanding of customer needs and successes. Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision-making. Engage in technical discussions, understand customer workflows, and 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 optimize internal processes. Serve as a customer advocate internally, relay customer feedback to Product Management, and collaborate with Sales, Implementation, and Support teams to ensure a seamless customer experience. Utilize customer data and analytics to track progress, identify trends, and proactively address customer needs using Gainsight and Salesforce to manage relationships, retention, and health. Qualifications
Bachelor's degree in a related field or equivalent practical experience. 3+ years in Customer Success, Account Management, or a similar client-facing role within the enterprise SaaS industry. Experience managing a portfolio of customers and driving 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 with Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and other relevant tools. Extensive hands-on experience with generative AI tools and prompt engineering. Previous experience in healthcare technology, particularly with Medicaid programs, is a plus but not required. Ability to work independently and manage multiple priorities in a fast-paced environment. Travel
Travel 10-25%, including overnight travel. Salary and Benefits
The base salary range for this US-based, full-time, exempt position is $90,000 - $105,000, not including variable compensation. Starting salary will be based on experience, education, training, merit, location, and alignment with HHAeXchange core values. This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time off, company-paid holidays, a 401K retirement program with company match, and 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.
#J-18808-Ljbffr