Associate Customer Success Manager
About The Position
HHAeXchange is seeking an Associate Customer Success Manager to work directly with home healthcare agencies and help improve the experience of caregivers and families. The role supports customers using the company’s home care provider software, owns relationships with assigned accounts, and contributes to retention and other Customer Success KPIs. It offers opportunities to build foundational customer success skills and take on additional responsibility over time, with exposure to implementation, product management, technical problem-solving, and the healthcare industry. The position is part of a small, collaborative, customer-focused team that values flexibility, adaptability, innovation, and continuous improvement. It works closely with internal cross-functional teams to address customer needs, develop solutions, and share customer feedback. The role may require travel up to 10%, including overnight travel.
Requirements
- Bachelor's degree.
- Proficiency in Microsoft Office, including PowerPoint, Excel, and Word.
- Ability to organize and plan work independently.
- Ability to work in a rapidly changing environment.
- Strong verbal and written communication skills for working with operational and executive stakeholders.
- Empathy, patience, and resilience when working with customers.
- Ability to manage multiple priorities with attention to detail and follow-through.
- Proactive, detail-oriented approach and strong service skills to help users learn, adopt, and realize the value of the platforms.
- Comfort translating technical features into business outcomes that non-technical stakeholders can act on.
- Ability to thrive as a self-starter in an independent, fast-paced environment.
- Collaborative team-player approach.
Nice To Haves
- Experience with B2B SaaS or technology platforms.
- Prior experience in a customer-facing support role.
Responsibilities
- Interact directly with customer end users to help them get the most out of the home care provider software.
- Collaborate with internal teams, including Implementation, Product, and Engineering, to address customer needs.
- Develop solutions to customer challenges and provide input to product development.
- Use generative AI tools to increase efficiency and team outcomes.
- Analyze data to identify opportunities to improve business performance, including customer retention and product utilization.
- Understand market trends and competitive dynamics and their implications for customers and the business.
- Own relationships with assigned customer accounts and drive retention and other Customer Success KPIs.
- Identify customer needs, prioritize actions, and implement practical solutions across billing, compliance, scheduling, and reporting.
- Capture and prioritize customer feedback.
- Prepare concise analyses and recommendations for leadership on key customer topics and issues.
- Perform other duties as assigned by a supervisor or HHAeXchange leader.
Benefits
- Competitive health plans.
- Paid time off.
- Company-paid holidays.
- 401(k) retirement program with a company-elected match.
- Other company-sponsored programs.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
