Customer Success Manager, Mid-Market

Customer Success Manager (CSM)

Company: HHAeXchange
Location: Bloomington, Minnesota (Hybrid)
Salary: $90,000 - $105,000 base salary (plus variable compensation)

About HHAeXchange

HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, our mission is to create a comprehensive end-to-end homecare solution that empowers individuals aging or with disabilities to thrive in their homes and communities. We are passionate about transforming healthcare by connecting patients, personal care providers, managed care organizations, and states through our integrated ecosystem.

About the Role

We are seeking a proactive and experienced Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will manage a portfolio of up to 80 mid-market customers, guiding them through their entire lifecycle from contract signature to renewal and expansion. This segment requires scalable engagement strategies, operational excellence, and efficient success planning. The ideal candidate will excel in proactive communication, playbook-driven success motions, and driving strong adoption to support renewal and satisfaction. While this role is not quota-carrying, your success will be measured by your ability to drive exceptional net retention and collaborate with our quota-carrying Account Management team to identify expansion opportunities.

This is a hybrid position based out of our Bloomington, Minnesota office.

Essential Job Duties

• Own and manage the end-to-end customer relationship for an assigned portfolio, including onboarding, adoption, value realization, renewal, and expansion.
• Develop and maintain strong relationships with key customer stakeholders, including executive decision-makers, to understand their business objectives and ensure alignment with HHAeXchange solutions.
• Proactively monitor customer health, identify and mitigate risks, and lead strategic conversations to demonstrate the ongoing value and ROI of HHAeXchange products.
• Drive high renewal rates within your portfolio and collaborate with the sales team to identify and nurture expansion opportunities based on a deep understanding of customer needs and successes. Key performance metrics include net retention, customer health, adoption, and advocacy.
• Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision-making.
• Engage in technical discussions, understand customer workflows, and effectively communicate technical concepts to non-technical audiences.
• Leverage extensive experience with generative AI tools and prompt engineering to enhance customer engagement, develop strategic insights, and optimize internal processes.
• Serve as a customer advocate internally, working closely with Product Management to relay customer feedback and contribute to the continuous improvement of our offerings. Collaborate with Sales, Implementation, and Support teams to ensure a seamless customer experience.
• Utilize customer data and analytics to track progress, identify trends, and proactively address customer needs. Manage customer relationships, retention, and health using Gainsight and Salesforce.

Other Job Duties

• Perform 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.
• 3+ years of proven experience in Customer Success, Account Management, or a similar client-facing role within the enterprise SaaS industry.
• Demonstrated ability to manage a similar-sized portfolio of customers and drive strong net retention.
• Excellent executive presence and communication skills, with the ability to engage and influence senior-level stakeholders.
• Strong analytical and problem-solving skills, with a data-driven approach to customer management.
• Proficiency in using Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and other relevant business tools.
• Extensive hands-on experience with generative AI tools and prompt engineering techniques.
• Previous experience in the healthcare technology sector, particularly with Medicaid programs, is a significant plus but not required.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Benefits

• Competitive health plans
• Paid time-off
• Company-paid holidays
• 401K retirement program with a company match
• Other company-sponsored programs

HHAeXchange is an equal-opportunity employer. We are committed to a diverse and inclusive workplace.