Manager – Customer Success
| Company | hhaexchange |
|---|---|
| Location | Washington, DC, USA, New York, NY, USA, Minneapolis, MN, USA |
| Salary | $105000 – $150000 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree in a related field or equivalent practical experience.
- Proven experience (5+ years) in Customer Success, Strategic Account Management, or a related client-facing field within the enterprise SaaS industry, with at least 3 years in a direct people management or team lead role.
- Demonstrated success in both leading/coaching high-performing Customer Success professionals (catering to various experience levels) AND directly managing and growing complex, strategic enterprise accounts.
- Strong understanding of Customer Success principles, methodologies, and best practices, with a track record of driving high customer retention and growth in both individual and team capacities.
- Deep expertise and practical experience in leveraging generative AI tools and prompt engineering; ability to lead and train a team on effectively utilizing these technologies while also applying them in personal account management.
- Exceptional executive presence, communication, and presentation skills, with the ability to articulate value and influence senior internal and external stakeholders.
- Proven ability to develop and implement strategic initiatives, manage complex projects, and drive change within a customer-facing organization.
- Experience with Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and data analysis tools.
- Experience in the healthcare technology sector, particularly with Medicaid programs, is highly advantageous.
- Strong analytical, problem-solving, strategic thinking, and prioritization skills, with the ability to effectively balance leadership responsibilities with individual account management.
- Ability to thrive in a fast-paced, dynamic environment.
Responsibilities
- Lead, coach, and mentor a team of Customer Success Managers, fostering a high-performance, collaborative, and customer-centric culture.
- Directly manage a small cohort of HHAeXchange’s most strategic enterprise accounts, overseeing the full lifecycle from adoption and value realization through renewal and expansion.
- Guide the team in managing their portfolios, ensuring effective execution of the full customer lifecycle, including onboarding, adoption, value realization, renewal, and expansion.
- Define and manage team objectives and key results (OKRs) for both team-wide and individual (including your own strategic accounts) performance.
- Build and maintain strong relationships with key internal stakeholders (Sales, Product, Implementation, Support leadership) and effectively represent the Customer Success function.
- Champion the use of generative AI and other innovative tools within the Customer Success team and in your own strategic account management.
- Continuously evaluate and refine customer success processes, methodologies, and playbooks to ensure efficiency and scalability for both individual strategic account management and team operations.
- Aggregate and synthesize customer feedback from the team and your direct accounts to provide actionable insights to Product, Sales, and Marketing, driving product improvements and a better customer experience.
- Provide expert guidance and support to CSMs on complex customer issues and strategic account planning, drawing from your direct experience managing strategic clients.
- Utilize data and analytics to monitor customer health trends, team performance, and the success of your strategic accounts, identifying areas for proactive intervention or strategic focus.
Preferred Qualifications
- Experience in the healthcare technology sector, particularly with Medicaid programs, is highly advantageous.