Sr. Customer Success Manager, Pennsylvania/New Jersey
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, we created 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.
About the role
We are seeking a Sr. Customer Success Manager to support clients in Pennsylvania or New Jersey. This role serves as the primary point of contact for designated HHAeXchange clients, working with them from implementation through the live environment. You will consult on best practices for leveraging our SaaS solution, offer additional products/services as needed, and measure key metrics to evaluate client success and business impact. The focus is on retaining and growing customer relationships.
Responsibilities
- Build and maintain relationships with clients, understanding their needs and serving as the primary point of contact for day-to-day operational items, including product challenges, industry changes, or local market shifts
- Ensure client retention through exceptional service and support
- Manage challenging client requests, issue escalations, and mitigate client risks or contract issues
- Uncover client business needs, pain points, and challenges, and understand their organizational landscape
- Ensure timely and successful delivery of solutions according to customer needs and objectives, exceeding customer satisfaction goals
- Partner cross-functionally with product teams to ensure client success and provide feedback from client interactions to leadership
- Maintain weekly communication with assigned clients and document client health in weekly status reports and quarterly reviews
- Travel regularly to client sites, conferences, and industry events to represent the company and engage with stakeholders
- Lead discovery and tailored product demonstrations to showcase the value of additional HHAeXchange solutions
- Stay updated on industry knowledge, risks, and opportunities, and build expertise in HHAeXchange’s products
- Develop trusted advisor relationships with key accounts, stakeholders, and executive sponsors, offering on-site guidance as needed
- Play an active role in new hire onboarding, mentoring, and managing a subset of Customer Success Managers (CSMs)
- Collaborate with the sales team to identify and grow opportunities within the market
- Address gaps in implementation, services, support, or client needs
- Manage KPIs to drive customer satisfaction, including support metrics, turnaround times, and ticket backlog volumes
- Perform other duties as assigned by supervisor or HHAeXchange leadership
Requirements
- Bachelor’s degree required
- 5+ years of client service experience
- Experience overseeing teams or projects in a matrix environment
- Experience with the 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
- 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 manage high-pressure situations and handle conflict resolution scenarios
- Proficiency in Salesforce and MS Office Suite
- Strong negotiation skills at all management levels with 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
Travel is required (10-25%, including overnight).
Pay
The base salary range for this US-based, full-time, exempt position is $95,000 - $120,000, not including variable compensation. The exact starting salary will be based on experience, education, training, merit, location, and alignment with HHAeXchange core values.
Benefits
- Competitive health plans
- Paid time-off and company-paid holidays
- 401K retirement program with company-elected match
- Other company-sponsored programs