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Sr. Customer Success Manager

1 month ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
HHAeXchange

HHAeXchange

HHAeXchange is a premier homecare management software connecting providers, payers, and caregivers for proactive care, efficiency, and transparency in the industry.

Health Care Providers & Services
251-1K
Founded 2008
View All Jobs 11

Description

  • Serve as the primary relationship lead and trusted advisor for designated national MCO clients.
  • Build relationships with client and executive stakeholders while understanding organizational needs and business challenges.
  • Manage client requests, escalations, implementation gaps, support issues, risks, and contract concerns.
  • Ensure timely delivery of solutions and achievement of customer satisfaction objectives.
  • Track customer health, KPIs, support metrics, ticket backlogs, and turnaround times through regular reporting and reviews.
  • Collaborate with Product, Sales, Implementation, and Support teams to resolve issues and identify expansion opportunities.
  • Lead discovery sessions and tailored demonstrations of additional HHAeXchange products and services.
  • Maintain regular client communication, including weekly status updates and quarterly business reviews.
  • Travel to client sites, conferences, and industry events to support stakeholder engagement and business objectives.
  • Mentor new hires and selected Customer Success Managers while supporting team development.

Requirements

  • Bachelor’s degree required.
  • 5+ years of client service experience required.
  • Experience overseeing teams or projects in a matrixed environment.
  • Healthcare or homecare industry experience required; home-based care knowledge preferred.
  • SaaS platform and partner ecosystem experience preferred.
  • Proficiency with Salesforce and Microsoft Office Suite.
  • Strong client relationship management, communication, presentation, negotiation, and conflict-resolution skills.
  • Strong organizational, project management, multitasking, analytical, and problem-solving abilities.
  • Ability to mentor and coach team members and manage high-pressure situations.
  • Willingness to travel 25%–50%, including overnight travel.

Benefits

  • Base salary of $120,000–$140,000 plus variable compensation.
  • Competitive health plans.
  • Paid time off and company-paid holidays.
  • 401(k) retirement program with company match.
  • Eligibility for additional company-sponsored programs.

Interested in this position?

Apply directly on the company website

Apply Now

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