Sr. Manager, Customer Success

HHAeXchange•Minneapolis, MN

2d•$120,000 - $140,000

About The Position

HHAeXchange is seeking an experienced Sr. Manager, Customer Success to manage the Customer Success team and its portfolio while driving excellent customer relationships as the company scales its home care provider technology. The role leads the full customer lifecycle for several hundred home care agency customers, with responsibility for adoption, retention, renewals, and expansion. The manager will establish a high-performance team culture through mentoring and strategic direction, and build lasting customer partnerships by aligning client needs and challenges with the product’s value. The position works cross-functionally with Product and other teams to set and fulfill customer expectations, provide feedback to senior leadership, and address complex requests and escalations. It leads executive business reviews and strategic discussions, develops polished presentations for steering committee sessions, and uses customer data and analytics to monitor portfolio health. The role also helps improve team efficiency through tools such as Gainsight, Salesforce, and generative AI. Regular travel to customer sites, conferences, and industry events is required, including overnight travel.

Requirements

At least 8 years of Customer Success experience in B2B SaaS.
At least 2 years of people management experience.
Healthcare industry experience; home care experience is preferred.
Excellent verbal, written, and interpersonal communication skills.
Ability to cultivate and maintain strong relationships with customers and internal teams, including in high-pressure situations.
Ability to lead and motivate teams and assess talent and development needs.
Proficiency in Salesforce and Microsoft Office Suite.
Understanding of customer success metrics and analytics, including NRR and GRR.
Strong presentation skills and ability to present professionally to clients at executive and strategic levels.
Strong problem-solving and analytical skills, including Excel data analysis.

Nice To Haves

Gainsight proficiency.
Home care industry experience.

Responsibilities

Lead and manage the Customer Success team, establishing a high-performance culture through mentoring and strategic direction.
Own the full customer lifecycle for a portfolio of several hundred home care agency customers, driving adoption, retention, renewal, and expansion.
Build and maintain strong, long-lasting customer relationships and monitor the ongoing health of client partnerships.
Use listening, problem-solving, consulting, and education to align clients’ business needs and challenges with the product’s value proposition.
Lead business reviews and strategic discussions with senior client leadership, influencing decisions toward effective platform use.
Understand customers’ organizational structures, identify key stakeholders, and build relationships with executives.
Develop polished PowerPoint presentations for executive steering committee sessions with large customer accounts.
Collaborate with Product and other teams to manage customer expectations and commitments, and share customer feedback with senior leadership.
Handle complex client requests and issue escalations.
Apply subject matter expertise in customer-prioritized areas such as healthcare billing, EVV compliance, care documentation, and financial reporting.
Use customer data and analytics to track portfolio health, identify trends, and proactively address customer needs.
Optimize team tools such as Gainsight and Salesforce and identify ways to improve efficiency and output using generative AI.
Travel to client sites, conferences, and industry events to represent the company and engage with stakeholders.