Associate Customer Success Manager

Essential Job Duties

• Interact directly with customer end users to help them get the most out of our home care provider software.
• Collaborate with cross-functional internal teams (Implementation, Product, Engineering, etc.) to address customer needs.
• Develop creative solutions to customer challenges, and provide input to the product development process.
• Use gen AI tooling to increase efficiency and team outcomes.
• Analyze data to understand key opportunities to improve business performance through key outcomes, such as customer retention and utilization of the product.
• Understand market trends and competitive dynamics, and their implications for our customers and business.
• Own relationships with assigned customer accounts, driving retention and other Customer Success KPIs (Key Performance Indicators).
• Identify customer needs, prioritize actions, and implement practical solutions across billing, compliance, scheduling, and reporting.
• Capture and prioritize customer feedback.
• Prepare concise analyses and recommendations for leadership on key customers topics and issues.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• Bachelor's degree
• Proficiency in Microsoft Office (PPT, Excel, Word)
• Ability to organize and plan work independently
• Ability to work in a rapidly changing environment
• Strong verbal and written communication skills for working with operational and executive stakeholders
• Empathy, patience, and resilience when working with customers
• Ability to manage multiple priorities with attention to detail and follow through
• Proactive and detail-oriented, with exceptional service skills to help our users learn, adopt and realize the value of using our platforms effectively.
• Comfort translating technical features into business outcomes that non-technical stakeholders can act on
• Self-starter able to thrive in an independent, fast-paced environment
• Collaborative team player
• Experience with B2B SaaS or technology platforms preferred
• Prior experience in a customer-facing support role is plus

Pay and benefits

The base salary range for this US-based, full-time, and exempt position is $60,000 - $70,000, 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.

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.