Manager, Customer Success
Job Summary
Job Description
HHAeXchange is seeking a dynamic Manager, Customer Success to lead and develop a team of Customer Success Managers (CSMs) in a player-coach capacity. This role involves managing a team of 4-6 CSMs while also directly managing a small portfolio of strategic enterprise accounts. The ideal candidate will be a modern leader capable of balancing hands-on customer relationship management with team development, including nurturing both emerging professionals and seasoned contributors. A key focus will be driving innovation through AI adoption and proactive customer success strategies. The position is responsible for fostering a culture of proactive customer engagement, achieving exceptional customer outcomes, and maximizing net retention. Responsibilities include leading, coaching, and mentoring the CSM team, managing enterprise accounts through their lifecycle, defining and managing team objectives, building stakeholder relationships, championing AI usage, refining customer success processes, and providing customer feedback to internal teams. This role requires strong analytical and problem-solving skills, executive presence, and the ability to thrive in a fast-paced environment. Travel is expected to be between 10-25%.
Must have:
- 5+ years in Customer Success/Account Management in enterprise SaaS
- 3+ years in people management or team lead role
- Experience leading/coaching CSMs of varying levels
- Experience managing strategic enterprise accounts
- Strong understanding of Customer Success principles
- Expertise in generative AI tools and prompt engineering
- Exceptional executive presence and communication skills
- Ability to develop and implement strategic initiatives
- Experience with CS platforms and CRM systems
- Strong analytical and problem-solving skills
Good to have:
- Experience in healthcare technology sector (Medicaid programs)
- Experience with data analysis tools
Perks:
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with Company elected match
7 skills required
Job Details
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.
We are seeking a dynamic Manager, Customer Success to lead and develop our growing team of Customer Success Managers in a player-coach capacity. In this dual role, you will manage a team of 4-6 CSMs while directly managing a small portfolio of our most strategic enterprise accounts. This position requires a modern leader who can effectively balance hands-on customer relationship management with team development, managing both emerging professionals and seasoned individual contributors while driving innovation through AI adoption and proactive customer success strategies. This pivotal leadership role is responsible for fostering a culture of proactive customer engagement, driving exceptional customer outcomes, and maximizing net retention.
This is a hybrid position. Team members located in Minneapolis, New York City, or Washington, D.C. are expected to work on site two days per week to support collaboration and engagement. Minneapolis is strongly preferred as we continue to grow our customer success operations hub in that region.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
The base salary range for this US-based, full-time, and exempt position is $105,000 - $150,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.
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