Customer Success Manager – Mid-Market

Responsibilities

• Own and manage the end‑to‑end relationship for a portfolio of assigned HHAeXchange customers, 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 deep understanding of customer needs and successes. Net retention, customer health, adoption, and advocacy will be key performance metrics for this role.
• Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision‑making.
• While not a technical support role, this role requires being able to comfortably 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. Use Gainsight and Salesforce to manage customer relationships, retention, and health.

• Bachelor's degree in a related field or equivalent practical experience.
• Proven experience (3+ years) 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.