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 position offers an opportunity to develop customer success skills while solving customer challenges and collaborating with cross-functional teams. The role provides exposure to customer success, implementation, product management, technical problem-solving, and the healthcare industry, with opportunities to take on additional responsibilities and explore career paths across the company. The team operates in a collaborative, customer-focused environment that values flexibility, adaptability, innovation, and continuous improvement. The position interacts with customer end users of HHAeXchange’s home care provider software, owns assigned customer relationships, and supports customer retention and other Customer Success KPIs. It identifies customer needs and develops practical solutions across billing, compliance, scheduling, and reporting. The role also analyzes data and customer feedback, collaborates with internal teams, and prepares recommendations for leadership. Travel of up to 10%, including overnight travel, is required. This is a US-based, full-time, exempt position with a base salary range of $60,000–$70,000, excluding variable compensation.
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 exceptional service skills to help users learn, adopt, and realize the value of the platforms.
- Ability to translate technical features into business outcomes that non-technical stakeholders can act on.
- Self-starter able to thrive in an independent, fast-paced environment.
- Collaborative team-player.
Nice To Haves
- Experience with B2B SaaS or technology platforms is preferred.
- Prior experience in a customer-facing support role is a plus.
Responsibilities
- Interact directly with customer end users to help them get the most out of HHAeXchange’s home care provider software.
- Collaborate with cross-functional internal teams, including Implementation, Product, and Engineering, to address customer needs.
- Develop creative solutions to customer challenges and provide input to the product development process.
- 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 assess 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
