Associate Customer Success Manager
Description
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.
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
Skills
As published by lever · 6 questions · 1 written answer
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL
Pick from a list (5)
- Are you currently authorized to work in the United States for any employer?
- Will you now or in the future require employer sponsorship for employment authorization (including extensions or changes)?
- How did you hear about this position at HHAeXchange?
- Have you ever been employed by HHAeXchange or Sandata?
- Are you able to commute to the Bloomington, MN office location 3x/week? optional
Written answers (1)
- If you were referred, please provide the HHAeXchange or Sandata employee's name. If not referred, please enter "n/a".