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HHAeXchange · 14 hours ago

Customer Communications Manager

NYC Metro Area

Full-time

Hybrid

Mid, Senior Level

$110K/yr - $120K/yr

5+ years exp

HHAeXchange is the leading technology platform for home and community-based care, and they are seeking a Customer Communications Manager to own external communications that build trust and drive adoption during key customer moments. This role involves crafting clear messaging, leading incident communications, and ensuring customer engagement through strategic communication plans.

Health CareSaaSSoftware

Responsibilities

Own the strategy and execution of customer-facing communications for product updates, industry developments, service interruptions, incidents, and other key company announcements

Lead incident communications by creating and implementing strategic plans that clearly explain product-related issues, customer impact, and required actions—ensuring concerns are addressed quickly and effectively

Craft clear, timely messages tailored to specific customer segments and delivered through the right channels to maximize transparency and engagement

Define and own the customer segmentation strategy to ensure the right customer get the right communication at the right time

Lead cross-functional governance cadences with Product, Engineering, Technical Customer Care, Customer Success, and Customer Experience teams to ensure communications are accurate, timely, and customer-centric

Own the customer communication calendar framework to ensure every stakeholder is aware of what customers are receiving what communications and ensure an optimal customer experience

Develop talking points and guidance for customer-facing teams to ensure consistent and confident messaging during incidents, product changes, and market events

Use tools like Pendo and HubSpot, along with segmentation strategies, to target communications based on customer type and impact

Own logistics for customer webinars, including landing pages, invitations, Zoom/HubSpot setup, reminders, and follow-up communications

Create and maintain landing pages for product releases, campaigns, and key updates, ensuring clarity, accessibility, and alignment with customer needs

Own KPI framework & reporting for customer communications (adoption, engagement, NPS) and publish quarterly scorecard

Use data-driven insights to iterate and perform ongoing improvements – always keeping the customer experience at the center

Continuously refine communication templates, cadences, and delivery channels to enhance clarity and customer engagement

Be available after hours, as needed, to lead communications strategy and execution for urgent incidents or system events requiring timely customer communications and internal coordination

Serve as subject matter expert in communications and messaging for our customer base and mentor other team members as needed

Other duties assigned by supervisor or HHAeXchange leader

Qualification

External communicationsCustomer communicationsCrisis communicationPendoHubSpotProject managementInfluencing stakeholdersAI tools adoptionWriting skillsOrganizational skillsCalm under pressure

Required

Bachelor's degree or equivalent experience in communications, marketing, or related field

Minimum 5 years of experience in external communications, customer communications, or marketing roles

Experience leading enterprise-scale customer communications programs with measurable KPIs (e.g. engagement, adoption, NPS)

Direct experience in home care, with an understanding of the agency/provider perspective

Proven ability to manage customer-facing communications, including product releases, market updates, incident/crisis communications, webinars, and landing pages

Strong writing, editing, and messaging skills with the ability to translate complex concepts into customer-friendly language

Proven ability to influence senior stakeholders in a matrixed org

Experience with communication and marketing platforms such as Pendo, HubSpot, and other customer engagement tools

Familiarity with segmentation strategies for targeting communications

Strong organizational and project management skills with the ability to handle multiple priorities

Excellent verbal and written communication skills; able to influence and collaborate with cross-functional stakeholders

Calm under pressure, with the ability to deliver clear, transparent communication during incidents

Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role