Customer Success Manager, Mid-Market (AI)

Location: Hybrid; report to the Midtown Manhattan, New York City office 3 days per week, typically Tuesday through Thursday.

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

• Own onboarding, adoption, value realization, renewal, and expansion for a portfolio of up to 80 mid-market customers.
• Build relationships with customer stakeholders and executive decision-makers, align business objectives with HHAeXchange solutions, and lead strategic business reviews.
• Monitor customer health, identify and mitigate risks, demonstrate product value and ROI, and drive strong renewal rates.
• Collaborate with Account Management and Sales to identify and nurture expansion opportunities based on customer needs and outcomes.
• Use generative AI tools, prompt engineering, customer data, Gainsight, and Salesforce to improve engagement, insights, retention, and internal processes.
• Represent customer feedback internally and collaborate with Product Management, Sales, Implementation, and Support to improve the customer experience.

Requirements

• Proactive and experienced Customer Success Manager able to manage a high-volume portfolio with varied customer needs.
• Ability to develop relationships with key stakeholders, including executive decision-makers, and lead strategic discussions with senior client leadership.
• Ability to drive adoption, customer health, value realization, advocacy, renewal, and expansion.
• Ability to engage comfortably in technical discussions, understand customer workflows, and communicate technical concepts to non-technical audiences; this is not a technical support role.
• Extensive experience with generative AI tools and prompt engineering.
• Ability to use customer data and analytics to track progress, identify trends, and proactively address customer needs.

Culture & Benefits

• Hybrid work arrangement with regular collaboration from the Midtown Manhattan office.
• Work focused on transforming home and community-based healthcare and supporting people aging or living with disabilities.
• Reasonable accommodations are available for individuals with disabilities to perform essential job functions.