Customer Success Manager

TL;DR

Customer Success Manager (SaaS/Healthcare): Own designated HHAeXchange client relationships from implementation through live operations with an accent on retention, adoption, and measurable customer success. Focus on solving escalations, tracking KPIs, delivering product demonstrations, and partnering cross-functionally to drive business impact.

Location: Must reside in New York, New Jersey, or Connecticut (strong preference for candidates in the New York City Metro Area). Travel 10–25% including overnight travel.

Company

HHAeXchange builds a homecare technology platform connecting patients, personal care providers, managed care organizations, and states.

What you will do

• Serve as the primary point of contact for day-to-day client operational needs and relationship management.
• Ensure timely delivery of solutions aligned to customer objectives and satisfaction goals.
• Handle challenging requests and escalations by coordinating with the right teams to mitigate issues and drive resolution.
• Uncover client business needs and pain points, document client health, and run weekly and quarterly reviews.
• Track and manage KPIs (e.g., support metrics, turnaround times, ticket backlog) to measure success and business impact.
• Deliver tailored product demonstrations and collaborate with product and sales to retain, grow, and expand accounts.

Requirements

• Residency requirement: must reside in New York, New Jersey, or Connecticut.
• Bachelor’s degree required.
• 3+ years of client service experience required.
• Proficiency in Salesforce and MS Office Suite.
• Excellent verbal, written, and interpersonal communication skills with strong client relationship management.
• Strong organizational, project management, multitasking, and conflict-resolution skills.

Culture & Benefits

• Remote workplace with regular client communication and periodic travel (10–25%).
• Focus on customer satisfaction through measurable outcomes and proactive support.
• Cross-functional collaboration with product and sales to improve client success.