Apply on Employer Site

HHAeXchange · 3 hours ago

Customer Success Manager, Enterprise

NYC Metro Area

Full-time

Hybrid

Mid Level

$105K/yr - $125K/yr

3+ years exp

HHAeXchange is the leading technology platform for home and community-based care, seeking a proactive and experienced Customer Success Manager to manage a portfolio of strategic enterprise accounts. The role focuses on guiding clients through the lifecycle from contract signature to renewal and expansion, ensuring maximum value from HHAeXchange solutions and driving exceptional net retention.

Health CareSaaSSoftware

Responsibilities

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 duties as assigned by supervisor or HHAeXchange leader

Qualification

Customer Success ManagementAccount ManagementGenerative AI toolsGainsightSalesforceAnalytical skillsExecutive presenceHealthcare technology experienceCommunication skillsProblem-solving skills