Customer Success Manager, Mid-Market

Job description

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. HHAeXchange is seeking a proactive and experienced Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will manage a portfolio of up to 80 mid-market customers, guiding them through the entire lifecycle from contract signature to renewal and expansion. This segment requires scalable engagement strategies, operational excellence, and efficient success planning to support a higher volume of accounts with varied needs. The ideal candidate will be skilled in proactive communication, playbook-driven success motions, and driving strong adoption to support renewal and satisfaction. While this role is not quota-carrying, your success will be measured by your ability to drive exceptional net retention and collaborate with our quota-carrying Account Management team to identify areas of expansion. This is a hybrid position, with an expectation to report to the Midtown Manhattan, NYC office 3 days/week (typically Tues/Wed/Thurs). To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ### Essential Job Duties - 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 the ongoing value and ROI of HHAeXchange products. - Drive high renewal rates within your portfolio and collaborate with the sales team to identify and nurture expansion opportunities based on deep understanding of customer needs and successes. Net retention, customer health, adoption, and advocacy will be key performance metrics for this role. - Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision-making. - While not a technical support role, this role requires being able to comfortably engage in technical discussions, understand customer workflows, and effectively 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, working closely with Product Management to relay customer feedback and contribute to the continuous improvement of our offerings. 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. Use Gainsight and Salesforce to manage customer relationships, retention, and health. ### Other Job Duties - Other duties as assigned by supervisor or HHAeXchange leader. ### Travel Requirements - Travel 25-50%, including overnight travel ### Required Education, Experience, Certifications and Skills - Bachelor's degree in a related field or equivalent practical experience. - Proven experience (3+ years) in Customer Success, Account Management, or a similar client-facing role within the enterprise SaaS industry. - Demonstrated ability to manage a similar sized portfolio of customers and drive 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 in using Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and other relevant business tools. - Extensive hands-on experience with generative AI tools and prompt engineering techniques. - Previous experience in the healthcare technology sector, particularly with Medicaid programs, is a significant plus but not required. - Ability to work independently and manage multiple priorities in a fast-paced environment.