Customer Success Manager, Mid-Market (AI)

TL;DR

Customer Success Manager, Mid-Market (AI) (enterprise SaaS and healthcare technology): Managing the full customer lifecycle for up to 80 mid-market accounts, with an accent on adoption, renewals, customer health, and executive engagement. Focus on applying generative AI and prompt engineering, analyzing customer data, leading strategic business reviews, and driving net retention across a complex healthcare technology platform.

Location: Hybrid in the New York City Metropolitan Area, with three days per week in the Midtown Manhattan office, typically Tuesday through Thursday. Travel of 25–50%, including overnight travel, is required.

Salary: $90,000–$105,000 annual base salary, excluding variable compensation.

Company

HHAeXchange provides an end-to-end technology platform connecting patients, personal care providers, managed care organizations, and states in the home and community-based care sector.

What you will do

• Manage the end-to-end relationship for a portfolio of up to 80 mid-market customers, covering onboarding, adoption, value realization, renewal, and expansion.
• Build relationships with customer stakeholders and executive decision-makers, aligning business objectives with HHAeXchange solutions.
• Monitor customer health, identify risks, demonstrate product value and ROI, and drive strong renewal and net retention outcomes.
• Lead business reviews and strategic discussions with senior client leadership, including technical conversations for non-technical audiences.
• Use generative AI tools, prompt engineering, customer data, Gainsight, and Salesforce to improve engagement, insights, and internal processes.
• Collaborate with Sales, Account Management, Product Management, Implementation, and Support while advocating for customer needs.

Requirements

• Bachelor’s degree in a related field or equivalent practical experience.
• 3+ years of experience in Customer Success, Account Management, or a similar client-facing role in enterprise SaaS.
• Experience managing a similarly sized customer portfolio and driving strong net retention.
• Strong executive presence, communication, analytical, problem-solving, and prioritization skills.
• Proficiency with Customer Success platforms such as Gainsight and CRM systems such as Salesforce.
• Extensive hands-on experience with generative AI tools and prompt engineering techniques.

Nice to have

• Experience in healthcare technology, particularly with Medicaid programs.

Culture & Benefits

• Benefits-eligible full-time position with company-sponsored health plans.
• Paid time off and company-paid holidays.
• 401(k) retirement program with a company-elected match.
• Additional company-sponsored programs and accommodations for qualified individuals with disabilities.