Customer Success Manager – Operations

HHAeXchange

Customer Success Operations Manager supporting HHAeXchange’s homecare technology clients in Columbus. Managing client relationships, SLAs, implementations, escalations, KPIs, and retention.

Posted 8/4/2026full-timeColumbus • Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $100,000 - $120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client relationship management, ensuring exceptional service and support while effectively addressing client needs and challenges. Proficient in utilizing Salesforce and MS Office Suite to manage client communications and deliver tailored product demonstrations.

Highest-signal resume keywords

Client Relationship ManagementSaaS Platform ExperienceHealthcare Industry KnowledgeSalesforce ProficiencyProject Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client Service ExperienceProblem-Solving SkillsAnalytical SkillsPresentation SkillsProduct Demonstration SkillsNegotiation SkillsKPI ManagementOperational Software ExperienceDetail-OrientedMultitasking Skills

Soft Skills

Excellent Communication SkillsCreative Problem-SolvingOrganizational SkillsAbility to Work IndependentlyConflict Resolution Skills

Tools & Technologies

SalesforceMS Office Suite

Industry Keywords

Healthcare IndustryHomecare IndustryClient RetentionCross-Functional CollaborationStakeholder Engagement

About the role

Key responsibilities & impact

Build and maintain client relationships and serve as the primary point of contact for day-to-day operational matters
Ensure client retention through exceptional service and support
Assist with challenging client requests and issue escalations, working with appropriate teams to resolve system issues
Identify client business needs, pain points, challenges, and organizational landscape
Ensure timely and successful delivery of solutions against customer needs and objectives
Partner cross-functionally with Product and provide client feedback to leadership
Maintain weekly client communication and document client health through status reporting and quarterly client reviews
Travel to client sites, conferences, and industry events to represent the company and engage stakeholders
Lead tailored product demonstrations for additional HHAeXchange solutions
Maintain industry and product knowledge
Develop trusted-advisor relationships with key accounts and provide on-site guidance as required
Collaborate with Sales to identify and grow market opportunities
Address implementation, services, support, and client needs gaps
Manage KPIs including support metrics, turnaround times, and ticket backlog volumes
Perform other duties as assigned

Requirements

What you’ll need

Bachelor’s degree required
3+ years of client service experience required
Experience with healthcare/homecare industry preferred
Experience with SaaS platforms/operational software preferred
Experience with a partner ecosystem preferred
Excellent verbal, written, and interpersonal communication skills
Strong client relationship management and creative problem-solving skills
Ability to work independently and collaboratively in a dynamic, fast-paced environment
Detail-oriented with ability to complete tasks accurately and timely
Strong organizational, project management, and multitasking skills
Ability to manage high-pressure situations and conflict resolution
Proficiency in Salesforce and MS Office Suite
Negotiation skills at all management levels
Excellent presentation and product demonstration skills
Strong problem-solving and analytical skills
Understanding of the healthcare industry; home-based care understanding preferred
Passion for customer satisfaction and desire to succeed
Must reside in or around Columbus, Ohio
Willingness to travel 10–25%, including overnight travel

Benefits

Comp & perks

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