Sr. Customer Success 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. We are seeking a Sr Customer Success Manager to join our growing team. This role will serve as the strategic relationship lead for HHAeXchange's largest national Managed Care Organization (MCO) partners. This position will operate at the corporate level, partnering with executive and enterprise stakeholders to drive alignment, adoption, growth, and long-term customer success across multiple markets and business units. The role will act as a trusted advisor, coordinating cross-functional efforts to address enterprise-wide initiatives, identify opportunities for expansion, and ensure consistent value realization from HHAeXchange solutions across the customer's national footprint. This role will serve as the point person for designated HHAeXchange clients. The Sr Customer Success Manager will work with clients beginning in implementation and continuing in the live environment, consult on best practices for leveraging our SaaS solution, and offer additional products/services when needed. This position will collect and measure key metrics in order to evaluate client success and business impact. The Sr Customer Success Manager will focus on retaining and growing customer relationships. 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 - Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market - Ensure client retention through delivery of exceptional service and support - Responsible for managing challenging client requests and issue escalations, addressing gaps in implementation and support, and mitigating client risks and contract issues - Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape - Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals - Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership - Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews - Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives - Lead discovery and tailored product demonstrations to show the value of additional HHAeXchange solutions - Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings - Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors, offering on-site guidance as required - Play an active role in new hire onboarding and mentoring, as well as manage/mentor a subset of Customer Success Managers (CSMs) - Collaborate with sales team to identify and grow opportunities within market - Address gaps in implementation, services, support and or/client needs - Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc. ### 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 required - 5+ years of client service experience required - Experience overseeing teams or projects in a matrix environment - Experience with 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 to meet client needs - 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 effectively manage high-pressure situations and comfortably handle conflict resolution scenarios - Proficiency in Salesforce and MS Office Suite - Strong negotiation skills at all management levels with a high measure of 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 - Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred - Passion for customer satisfaction with a great desire to succeed