Customer Success Manager – Operations

HHAeXchange

Customer Success (Operations) Manager ensuring client satisfaction and operational excellence at HHAeXchange. Managing key client relationships and delivering tailored SaaS solutions in healthcare.

Posted 5/21/2026full-timeRemote • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

About the role

Key responsibilities & impact

Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market.
Ensure client retention through delivery of exceptional service and support.
Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution.
Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape.
Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals.
Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership.
Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews.
Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives.
Lead tailored product demonstrations to show the value of additional HHAeXchange solutions.
Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings.
Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required.
Collaborate with the sales team to identify and grow opportunities within the market.
Address gaps in implementation, services, support and or/client needs.
Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

Requirements

What you’ll need

Bachelor’s degree required
3+ years of client service experience required
Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
Experience with a partner ecosystem preferred
Excellent verbal, written, and interpersonal communication skills
Strong client relationship management skills with the ability to creatively solve problems to meet client needs
Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
Proficiency in Salesforce and MS Office Suite
Negotiation skills at all management levels with a high measure of authority in critical situations
Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
Strong problem-solving and analytical skills
Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
Passion for customer satisfaction with a great desire to succeed.

Benefits

Comp & perks

Competitive health plans
Paid time-off
Company paid holidays
401K retirement program with a Company elected match
Other company sponsored programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client service experienceproblem-solvingproject managementmultitaskingnegotiationpresentation skillsproduct demonstrationanalytical skillsKPI managementcustomer satisfaction metrics

Soft Skills

verbal communicationwritten communicationinterpersonal skillsclient relationship managementcollaborationself-motivationdetail-orientedorganizational skillsconflict resolutioncreativity

Certifications

Bachelor's degree