Associate Customer Success 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.

We’re looking for an Associate Customer Success Manager who is eager to learn, grow, and work directly with home healthcare agencies to help improve the experience of caregivers and families.

This role is a great opportunity for individuals who enjoy solving complex challenges and collaborating with a talented team. Whether you're early in your career or looking to build your customer success experience, you'll gain valuable foundational skills and have opportunities to take on additional responsibility as you grow. The role works closely with cross-functional teams, providing exposure to customer success, implementation, product management, technical problem-solving, and healthcare industry expertise. Over time, it can open doors to a variety of career paths across the company. We operate from a start-up mindset, in a collaborative, customer-focused environment that values flexibility, adaptability, innovation, and continuous improvement. As part of a small but impactful team, you'll have the opportunity to contribute ideas and help deliver meaningful outcomes for our customers.

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

Essential Job Duties

• Interact directly with customer end users to help them get the most out of our home care provider software.
• Collaborate with cross-functional internal teams (Implementation, Product, Engineering, etc.) to address customer needs.
• Develop creative solutions to customer challenges, and provide input to the product development process.
• Use gen AI tooling to increase efficiency and team outcomes.
• Analyze data to understand key opportunities to improve business performance through key outcomes, such as customer retention and utilization of the product.
• Understand market trends and competitive dynamics, and their implications for our customers and business.
• Own relationships with assigned customer accounts, driving retention and other Customer Success KPIs (Key Performance Indicators).
• Identify customer needs, prioritize actions, and implement practical solutions across billing, compliance, scheduling, and reporting.
• Capture and prioritize customer feedback.
• Prepare concise analyses and recommendations for leadership on key customers topics and issues.

Other Job Duties

• Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

• Bachelor's degree
• Proficiency in Microsoft Office (PPT, Excel, Word)
• Ability to organize and plan work independently
• Ability to work in a rapidly changing environment
• Strong verbal and written communication skills for working with operational and executive stakeholders
• Empathy, patience, and resilience when working with customers
• Ability to manage multiple priorities with attention to detail and follow through
• Proactive and detail-oriented, with exceptional service skills to help our users learn, adopt and realize the value of using our platforms effectively.
• Comfort translating technical features into business outcomes that non-technical stakeholders can act on
• Self-starter able to thrive in an independent, fast-paced environment
• Collaborative team player
• Experience with B2B SaaS or technology platforms preferred
• Prior experience in a customer-facing support role is plus

The base salary range for this US-based, full-time, and exempt position is $60,000 - $70,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values. This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs. HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.