Senior Manager, Customer Success

HHAeXchange

. Lead and manage the Customer Success team, driving a high-performance culture through mentoring and strategic direction .

Posted 11/5/2026full-timeMinneapolis • Minnesota • United StatesSenior💰 $120,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success management within the healthcare industry, focusing on driving customer adoption, retention, and relationship management. Proficient in utilizing analytics and tools like Salesforce and Gainsight to enhance customer engagement and team efficiency.

Highest-signal resume keywords

Customer Success ManagementHealthcare Industry ExperienceSalesforce ProficiencyTeam LeadershipPresentation Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success MetricsData AnalysisEVV ComplianceFinancial ReportingExcel ProficiencyPowerPoint DevelopmentRelationship ManagementProblem-SolvingAnalyticsB2B SaaS Experience

Soft Skills

Interpersonal CommunicationMentoringStrategic ThinkingCollaborationAdaptability

Tools & Technologies

SalesforceGainsightMS Office SuiteGenerative AI

Industry Keywords

Home CareCustomer LifecycleClient PartnershipsStakeholder EngagementHigh-Performance Culture

About the role

Key responsibilities & impact

Lead and manage the Customer Success team, driving a high-performance culture through mentoring and strategic direction
Align clients’ business needs, pain points, and challenges with the product value proposition
Own the full customer lifecycle for several hundred home care agency customers, driving adoption, retention, renewal, and expansion (NRR, GRR)
Build and maintain strong, long-lasting client partnerships
Lead business reviews and strategic discussions with senior client leadership
Identify key stakeholders and build relationships with key executives
Develop polished PowerPoint presentations for executive steering committee sessions
Collaborate cross-functionally with Product and other teams to manage customer expectations and commitments
Provide client feedback to senior leadership
Navigate complex client requests and issue escalations
Demonstrate subject matter expertise in healthcare billing, EVV compliance, care documentation, and financial reporting
Use customer data and analytics to track portfolio health, identify trends, and proactively address customer needs
Optimize team tooling such as Gainsight and Salesforce and improve function efficiency using generative AI
Travel to client sites, conferences, and industry events to represent the company and engage stakeholders
Perform other duties as assigned

Requirements

What you’ll need

8+ years of Customer Success experience in B2B SaaS
2+ years of people management experience
Healthcare industry experience required, home care preferred
Excellent verbal, written, and interpersonal communication skills
Skilled in cultivating and maintaining strong relationships with customers and internal teams, consistently demonstrating effective relationship management, even in high-pressure situations
Ability to lead and motivate teams, continuously assessing talent and development needs
Proficiency in Salesforce and MS Office Suite (Gainsight preferred)
Understanding of customer success metrics and analytics (NRR, GRR, etc.)
Strong presentation skills and the ability to professionally present to clients at executive and strategic levels
Strong problem-solving and analytical skills, including Excel data analysis
Ability to travel 10–25%, including overnight travel
Must be able to perform essential job duties satisfactorily with or without reasonable accommodations

Benefits

Comp & perks

Health plans
Paid time off
Company paid holidays
401K retirement program with a Company elected match
Other company sponsored programs
Reasonable accommodations for individuals with disabilities