Manager, Customer Success

Essential Job Duties

• Lead, coach, and mentor a team of Customer Success Managers, fostering a high-performance, collaborative, and customer-centric culture. Provide guidance and development support tailored to individual experience levels, from newer professionals to seasoned senior CSMs.  
• Directly manage a small cohort of HHAeXchange's most strategic enterprise accounts, overseeing the full lifecycle from adoption and value realization through renewal and expansion. Develop and maintain deep, C-level relationships within these accounts, ensuring their success and identifying growth opportunities.  
• Guide the team in managing their portfolios, ensuring effective execution of the full customer lifecycle, including onboarding, adoption, value realization, renewal, and expansion. Ensure the team is effectively achieving performance metrics such as net retention, customer health,  adoption, and advocacy goals.  
• Define and manage team objectives and key results (OKRs) for both team-wide and individual (including your own strategic accounts) performance. Monitor progress, providing regular feedback and implementing strategies for continuous improvement.  
• Build and maintain strong relationships with key internal stakeholders (Sales, Product, Implementation, Support leadership) and effectively represent the Customer Success function. Confidently engage with and influence executive-level decision-makers at client organizations, both for your accounts and in support of your team.  
• Champion the use of generative AI and other innovative tools within the Customer Success team and in your own strategic account management. Develop and implement strategies for leveraging AI to improve team efficiency, gain customer insights, and enhance value delivery.  
• Continuously evaluate and refine customer success processes, methodologies, and playbooks to ensure efficiency and scalability for both individual strategic account management and team operations.  
• Aggregate and synthesize customer feedback from the team and your direct accounts to provide actionable insights to Product, Sales, and Marketing, driving product improvements and a better customer experience.  
• Provide expert guidance and support to CSMs on complex customer issues and strategic account planning, drawing from your direct experience managing strategic clients.  
• Utilize data and analytics to monitor customer health trends, team performance, and the success of your strategic accounts, identifying areas for proactive intervention or strategic focus. Report on key metrics to senior leadership.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel 10-25%, including overnight travel

Required Education, Experience, Certifications and Skills

• Bachelor's degree in a related field or equivalent practical experience.  
• Proven experience (5+ years) in Customer Success, Strategic Account Management, or a related client-facing field within the enterprise SaaS industry, with at least 3 years in a direct people management or team lead role.  
• Demonstrated success in both leading/coaching high-performing Customer Success professionals (catering to various experience levels) AND directly managing and growing complex, strategic enterprise accounts.  
• Strong understanding of Customer Success principles, methodologies, and best practices, with a track record of driving high customer retention and growth in both individual and team capacities.  
• Deep expertise and practical experience in leveraging generative AI tools and prompt engineering; ability to lead and train a team on effectively utilizing these technologies while also applying them in personal account management.  
• Exceptional executive presence, communication, and presentation skills, with the ability to articulate value and influence senior internal and external stakeholders.  
• Proven ability to develop and implement strategic initiatives, manage complex projects, and drive change within a customer-facing organization.  
• Experience with Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and data analysis tools.  
• Experience in the healthcare technology sector, particularly with Medicaid programs, is highly advantageous.  
• Strong analytical, problem-solving, strategic thinking, and prioritization skills, with the ability to effectively balance leadership responsibilities with individual account management.  
• Ability to thrive in a fast-paced, dynamic environment.