Customer Operations System Manager

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. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.

As our Customer Operations Systems Manager, you will own the end-to-end configuration, optimization, and ongoing management of Gainsight CS, Gainsight PX, and Pendo. You will be the expert for these tools and collaborate cross-functionally with Customer Success, Customer Experience, Product, Marketing, Rev Ops, and IT to translate customer and digital engagement strategies into actionable workflows, dashboards, and automated programs. In this role, you will ensure these systems are fully leveraged to support team objectives and drive efficiency, while continuously identifying opportunities to improve adoption and integration across the customer operations ecosystem.

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Platform Configuration & Administration (CS + PX + Pendo)
• Configure and maintain Gainsight CS: dashboards, reports, health scoring, CTAs, playbooks, and end-to-end workflows.
• Administer Gainsight PX and/or Pendo: set up user tracking, page tagging, event segmentation, digital engagements (in-app messages, walkthroughs), build analytics framework, standardize tagging and guides and establish governance for scalable management.
• Implement system integrations (e.g., Salesforce, marketing automation, BI tools) to ensure clean, real‑time data flows and automation.
• Strategy, Metrics & Insights
• Partner with Customer Success, Customer Experience, Product, and Marketing teams to define and translate business outcomes into system requirements, user journeys, and automations.
• Develop, maintain, and monitor customer health scorecards, adoption metrics, product engagement funnels, NPS or NRR indicators, and dashboards.
• Process Ownership & Automation
• Design business workflows and automation rules: triage triggers, CTAs, and playbooks to drive proactive customer engagement and product adoption.
• Support digital engagement programs for end-users at scale (e.g., in-app messaging, training nudges, onboarding guides).
• User Enablement & Support
• Provide training, documentation, and best-practice guidance to internal users (CSMs, Customer Communications, Product Managers, Growth, Marketing) to ensure successful adoption.
• Serve as the daily system support contact: field questions, customize workflows, set permissions, and troubleshoot issues.
• Performance Monitoring & Continuous Improvement
• Monitor system health, data integrity, and usage metrics; recommend platform improvements and adopt new features.
• Maintain deep expertise in Gainsight and Pendo, staying current with product updates and industry trends.

• Other duties as assigned by supervisor or HHAeXchange leader.

• Travel up to 10%, including overnight travel

• Bachelor’s degree or equivalent experience in customer success, marketing, operations, or related fields.
• Hands‑on experience administering Gainsight CS and Gainsight PX and/or Pendo in a SaaS environment.
• Strong analytical skills; ability to build reports, dashboards, and automated workflows.
• Familiarity with CRM systems (Salesforce preferred) and data integration best practices.
• Excellent communication, project management, and stakeholder collaboration skills.
• Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role.
• Preferred:
• Gainsight Administrator Certification or Associate Admin level.
• Experience with marketing automation platforms, BI tools (e.g., Power BI,…