Sr Customer Experience Manager

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. The Senior Customer Experience Manager is a highly strategic individual contributor responsible for shaping and executing how HHAeXchange drives customer activation, adoption, engagement, and retention at scale. Reporting directly to the VP of Customer Experience, this role will use product usage data, customer behavior, and lifecycle data to identify the moments that matter most, develop strategies to influence them, and translate those strategies into measurable digital experiences and interventions. This role sits at the intersection of **customer strategy, product adoption, technology, and execution****.** Rather than inheriting a mature digital customer program, you will have the opportunity to help define how HHAeXchange engages customers at scale—developing the strategy, building new approaches, measuring their impact, and continuously improving the model. This role is designed for a strategist and a builder: someone who wants meaningful strategic ownership while staying close enough to the work to personally bring ideas to life and see their impact on customer outcomes. This is a hybrid position, 3x a week in-office at our New York City office location. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ### What You'll Own Customer Adoption & Engagement Strategy - Own and evolve the digital customer adoption and engagement strategy, identifying and prioritizing the highest-impact opportunities across activation, adoption, engagement, retention, and customer risk. - Use product usage, customer behavior, and lifecycle data to diagnose friction, uncover opportunities, and develop a clear point of view on how to improve customer outcomes at scale. - Define engagement strategies for key customer segments and lifecycle moments, determining when digital, educational, AI-enabled, or human intervention will have the greatest impact. - Partner with the VP of Customer Experience and cross-functional leaders to shape priorities and connect customer insights and engagement strategies to broader company goals. Journey Design & Execution - Architect customer journeys and translate strategy into execution, personally building and launching scalable adoption and engagement programs across channels such as email, in-app experiences, education, AI-enabled engagement, and human outreach. - Design personalized, behavior-based experiences that respond to customer lifecycle stage, product usage, engagement signals, and demonstrated needs. - Develop proactive approaches to adoption and customer risk, including strategies that address missed milestones, disengagement, usage declines, and other signals before they become larger customer issues. - Partner across Product, Product Marketing, Customer Success, Training, Technical Customer Care, Automation, and Data to bring strategies to life while maintaining ownership of the customer experience and outcome. Measurement, Experimentation & Optimization - Define what success looks like for adoption and engagement initiatives, establishing clear KPIs and connecting programs to measurable customer outcomes such as activation, feature adoption, time-to-value, engagement, and retention. - Analyze customer, program, and cohort performance to understand what is working, what isn't, and why—and translate those insights into recommendations and action. - Establish a continuous test-and-learn approach across journeys, messaging, channels, timing, segmentation, and interventions. - Surface insights and results to CX and company leadership, using what we learn to continually improve the customer experience strategy. What Success Looks Like - Success in this role is not measured by the number of campaigns launched or workflows built. It is measured by whether those programs change customer behavior and improve customer outcomes. Within this role, you will be expected to: - Identify and prioritize meaningful customer adoption and engagement opportunities. - Turn customer and product insights into clear strategies and hypotheses. - Move quickly from strategy to execution without waiting for a large team to do the work. - Demonstrate measurable improvement in customer activation, adoption, engagement, and risk reduction. - Build repeatable approaches that can scale across customers, products, and lifecycle moments. - Create a continuous learning loop where data and experimentation make the customer experience smarter over time. ### 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 - 8+ years of relevant experience. 3–5+ years in progressively senior/specialized roles in lifecycle marketing and customer tech touch experience. - Strong understanding of the customer lifecycle and experience using product usage and customer behavior data to identify opportunities and drive program decisions. - Proven track record building a tech-touch or digital CS program from zero: you have stood up the tooling, designed the campaign and journey logic, launched the sequences, and measured the outcomes — not inherited a running system. - Demonstrated ability to move between strategic thinking and hands-on execution—identifying an opportunity, developing the strategy, building or launching the solution, and measuring its impact. - Deep, hands-on experience with agentic AI tools and workflow automation platforms (e.g., Gainsight, Totango, Intercom, Salesloft, Zapier, Make, or similar) — not as an end user, but as a builder. - Direct experience building multi-chan