Sr. Customer Success Manager, Pennsylvania/New Jersey

About the role

HHAeXchange stands as the premier technology platform dedicated to home and community based care. Established in 2008, the company originated from a vision to deliver a comprehensive end to end homecare solution that empowers individuals who are aging or living with disabilities to flourish within their own homes and local communities. The organization is deeply committed to transforming the healthcare landscape by constructing the only ecosystem that fully connects patients, personal care providers, managed care organizations, and state agencies. We are currently searching for a senior customer success manager to join our expanding team, and this role requires supporting clients in Pennsylvania or New Jersey. The successful candidate will serve as the dedicated point person for assigned HHAeXchange clients, guiding them from the initial implementation phase all the way through to the live environment. This individual will consult on best practices for leveraging our SaaS solution while also identifying opportunities to offer additional products or services when needed. Collecting and measuring key metrics is essential to evaluate client success and the overall business impact of our platform. Ultimately, the primary focus remains on retaining and growing customer relationships to ensure long term satisfaction and value.

Key facts

What you'll do

First, serve as the primary point of contact for assigned HHAeXchange clients throughout their entire professional journey with us

Second, guide clients through the initial implementation phase and ensure smooth, successful transitions into the fully live operational environment

Third, provide expert consultation on optimal practices for utilizing the company's SaaS solution to maximize daily operational efficiency

Fourth, identify and present strategic opportunities to offer additional products or services that directly meet the specific needs of clients

Fifth, gather and analyze key performance metrics to thoroughly assess overall client success and the measurable business impact of our platform

Sixth, focus sustained efforts on maintaining strong, positive customer relationships to ensure long term retention and continued account growth over time

Seventh, develop tailored strategies to expand the usage and adoption of the platform within existing client accounts for deeper engagement

Eighth, collaborate closely with internal cross functional teams to resolve client issues and continuously enhance their overall experience and satisfaction

Ninth, monitor client health indicators regularly to proactively address potential churn risks before they escalate into critical business concerns or problems

Tenth, deliver comprehensive and regular reporting on customer success metrics to internal stakeholders and leadership teams to drive informed decisions

Requirements

First, possess a strong background in customer success or account management within the healthcare sector and related industries

Second, demonstrate extensive experience working with SaaS platforms and managing client implementations from the very beginning to completion

Third, show a proven ability to consult on best practices for software utilization and ongoing optimization strategies

Fourth, exhibit excellent communication skills for interacting with diverse stakeholders across various healthcare organizations and provider networks

Fifth, have the capacity to measure key metrics and evaluate overall business impact accurately through detailed data analysis

Sixth, maintain a consistent focus on retaining and growing existing customer relationships over time to maximize lifetime value

Seventh, be willing to support clients located in Pennsylvania or New Jersey as required by the demands of the role

Eighth, perform all essential job duties satisfactorily with or without reasonable accommodations to enable individual success and team contribution

Nice to have

First, experience with home and community based care environments or similar care settings is highly valuable for this position

Second, familiarity with managed care organizations and state agency operations and standard procedures helps candidates understand the ecosystem better

Third, knowledge of personal care provider networks and their daily operational workflows is a significant advantage for success here

Fourth, prior experience helping individuals who are aging or have disabilities thrive independently within their own homes is preferred

Skills & tools

First, proficiency with SaaS platforms and cloud based software applications is essential for managing modern client relationships effectively

Second, strong analytical capabilities for collecting and interpreting key performance metrics to drive meaningful business outcomes are required

Third, excellent written and verbal communication skills for client interactions and internal collaboration are fundamental to this role

Fourth, the ability to consult on best practices for technology adoption and usage across different organizational structures is key

Fifth, customer relationship management expertise to grow and maintain accounts effectively while ensuring high levels of satisfaction is necessary

Sixth, an understanding of homecare ecosystems connecting patients, providers, and managed care entities provides a solid foundation for this work

Practical notes

First, this position requires supporting clients in Pennsylvania or New Jersey as a core component of the daily job duties

Second, the role serves as the main point of contact for designated HHAeXchange accounts throughout the entire client lifecycle

Third, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position successfully

Fourth, the work involves consulting on leveraging the SaaS solution and offering additional products or services when specific client needs arise

About the company

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.