Sr. Manager, Customer Success

HHAeXchange•Greater Minneapolis-St. Paul Area, MN

1d•$120,000 - $140,000

About The Position

HHAeXchange is seeking an experienced Sr. Manager, Customer Success to lead its Customer Success team and portfolio as the company scales its home care provider technology. This leader will drive customer relationship excellence, oversee a high-performing team, and contribute to the development of a best-in-class Customer Success function in a collaborative, customer-focused environment. The role works cross-functionally with Product, Implementation, and other teams to deliver meaningful customer outcomes and support the company’s home and community-based care ecosystem. The position owns the full customer lifecycle for several hundred home care agency customers, with responsibility for adoption, retention, renewals, and expansion. It builds lasting customer partnerships, leads strategic conversations with senior client leaders, manages complex requests and escalations, and uses customer data and analytics to monitor portfolio health. The role also represents HHAeXchange at customer sites, conferences, and industry events, with 10–25% travel, including overnight travel. This is a US-based, full-time, exempt position with a base salary range of $120,000–$140,000, not including variable compensation. Starting salary depends on factors such as experience, education, training, merit, location, and alignment with company values. The position is benefits-eligible. HHAeXchange offers competitive health plans, paid time off, company-paid holidays, a 401(k) retirement program with a company-elected match, and other company-sponsored programs.

Requirements

At least 8 years of Customer Success experience in B2B SaaS.
At least 2 years of people management experience.
Healthcare industry experience.
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 while assessing talent and development needs.
Proficiency in Salesforce and the MS 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.
Ability to travel 10–25%, including overnight travel.

Nice To Haves

Home care industry experience.
Gainsight experience.

Responsibilities

Lead and manage the Customer Success team, build a high-performance culture, and provide mentoring and strategic direction.
Own the full customer lifecycle for a portfolio of several hundred home care agency customers, driving adoption, retention, renewals, and expansion, including NRR and GRR.
Maintain the health of client relationships and build strong, lasting customer partnerships.
Use listening, problem-solving, consulting, and education to connect clients’ business needs and challenges to the product’s value proposition.
Lead business reviews and strategic discussions with senior client leadership, aligning stakeholders and influencing platform decisions.
Understand customer organizational landscapes, identify key stakeholders, and build relationships with executives.
Develop polished PowerPoint presentations for executive steering committee sessions with large customer accounts.
Work cross-functionally with Product and other teams to manage customer expectations and commitments, and share customer feedback with senior leadership.
Navigate complex client requests and issue escalations.
Demonstrate subject matter expertise in customer priorities 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 tooling such as Gainsight and Salesforce, and identify ways to improve efficiency and output using generative AI.
Travel regularly to client sites, conferences, and industry events to represent the company and engage with stakeholders.
Perform other duties as assigned by a supervisor or HHAeXchange leader.