Sr. Manager, Customer Success

Essential Job Duties

• Responsible for leading and managing the Customer Success team, driving a high-performance culture and providing leadership through mentoring and strategic direction setting.
• Use a combination of listening, problem solving, consulting, and educating to align clients' business needs, pain points, and challenges to the value proposition of the product and keep us ahead of the curve.
• Own the full customer lifecycle for a portfolio of several hundred home care agency customers, driving adoption, retention, renewal and expansion (NRR, GRR).
• Responsible for the ongoing health of client relationships while building and maintaining strong long-lasting partnerships.
• Lead business reviews and strategic discussions with senior client leadership, driving alignment and influencing decision making towards the best use of the platform. Understand customers' organizational landscapes, identifying key stakeholders and building strong relationships with key executives.
• Develop excellent, polished PPT presentations to drive executive steering committee sessions with large customer accounts.
• Work cross functionally with Product and other areas to manage and deliver on customer expectations and commitments, providing valuable feedback from client interactions to senior leadership.
• Navigate complex, challenging client requests and issue escalations.
• Demonstrate subject matter expertise in the areas of the product customers prioritize, such as healthcare billing, EVV compliance, care documentation, and financial reporting.
• Utilize customer data and analytics to track portfolio health, identify trends, and proactively address customer needs.
• Optimize use of team tooling such as Gainsight and Salesforce, and find ways to drive the function's efficiency and output with gen AI.
• Regularly travel to client sites, conferences, and industry events to represent the company, and engage with stakeholders.

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

• 8+ years of Customer Success experience in B2B SaaS
• 2+ years of people management experience
• Healthcare industry experience required, home care preferred
• Excellent verbal, written, and interpersonal communication skills
• Skilled in cultivating and maintaining strong relationships with customers and internal teams, consistently demonstrating effective relationship management, even in high-pressure situations
• Ability to lead and motivate teams, continuously assessing talent and development needs
• Proficiency in Salesforce and MS Office Suite (Gainsight preferred)
• Understanding of customer success metrics and analytics (NRR, GRR, etc.)
• Strong presentation skills and the ability to professionally present to clients at executive and strategic levels
• Strong problem-solving and analytical skills (including Excel data analysis)

Pay and benefits

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.

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.