Senior Customer Success Manager

Position:
Sr. Customer Success Manager

Company:
HHAeXchange

Compensation:
$95,000 - $120,000

Location:
United States, Pennsylvania/New Jersey

Employment type:
Full Time

Work Arrangement:
Remote

Short Summary:
HHAeXchange is seeking a Sr. Customer Success Manager to support clients in Pennsylvania or New Jersey, focusing on client retention and growth through exceptional service and support.

Responsibilities:
- Build and maintain relationships with clients, serving as the primary point of contact.
- Ensure client retention through exceptional service and support.
- Manage challenging client requests and issue escalations.
- Understand clients' business needs and organizational landscape.
- Deliver solutions according to customer needs and objectives.
- Maintain weekly communication with assigned clients and document client health.
- Travel to client sites, conferences, and industry events.
- Lead tailored product demonstrations.
- Develop trusted advisor relationships with key accounts.
- Mentor and manage a subset of Customer Success Managers (CSMs).
- Collaborate with sales to identify and grow opportunities.
- Manage KPIs to drive increased customer satisfaction.

Requirement:
- Bachelor’s degree required.
- 5+ years of client service experience required.
- Experience in healthcare or homecare industry required.
- Experience with SaaS platforms preferred.
- Excellent verbal, written, and interpersonal communication skills.
- Strong client relationship management skills.
- Ability to mentor/coach team members.
- Detail-oriented with strong organizational and project management skills.
- Proficiency in Salesforce and MS Office Suite.

Benefits:
- Competitive health plans.
- Paid time-off and company paid holidays.
- 401K retirement program with company match.
- Other company-sponsored programs.