Senior Customer Success Manager

HHAeXchange

Senior Customer Success Manager supporting HHAeXchange’s homecare SaaS clients in Pennsylvania or New Jersey. Retaining accounts, resolving escalations, demonstrating solutions, and growing customer relationships.

Posted 8/5/2026full-timeRemote • New Jersey, Pennsylvania • 🇺🇸 United StatesSenior💰 $95,000 - $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, with a strong focus on customer satisfaction and retention. Proficient in mentoring teams and managing projects within the healthcare or homecare industry, utilizing SaaS platforms and Salesforce.

Highest-signal resume keywords

Client Relationship ManagementHealthcare Industry ExperienceSaaS Platform ExperienceProject Management SkillsSalesforce Proficiency

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Client Service ExperienceProject ManagementProblem-Solving SkillsAnalytical SkillsNegotiation SkillsPresentation SkillsDetail-Oriented Task CompletionMultitasking SkillsConflict ResolutionKPI Management

Soft Skills

Excellent Communication SkillsCreative Problem-SolvingMentoring and CoachingOrganizational SkillsInterpersonal Skills

Tools & Technologies

SalesforceMS Office Suite

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

HealthcareHomecareSaaSClient RetentionCross-Functional CollaborationClient FeedbackTrusted-Advisor RelationshipsMarket OpportunitiesClient Health DocumentationClient Communication

About the role

Key responsibilities & impact

Build and maintain client relationships and serve as the primary day-to-day contact
Ensure client retention through exceptional service and support
Manage challenging client requests, issue escalations, implementation and support gaps, client risks, and contract issues
Identify client business needs, pain points, challenges, and organizational landscapes
Deliver solutions according to customer needs and objectives while meeting customer satisfaction goals
Partner cross-functionally with Product and provide client feedback to leadership
Maintain weekly client communication and document client health through status reports and quarterly reviews
Travel to client sites, conferences, and industry events to represent the company and support projects and business objectives
Lead discovery and tailored product demonstrations for additional HHAeXchange solutions
Maintain industry knowledge and expertise in HHAeXchange products and offerings
Develop trusted-advisor relationships with key accounts, stakeholders, and executive sponsors
Participate in new-hire onboarding and mentoring and manage or mentor a subset of Customer Success Managers
Collaborate with Sales to identify and grow market opportunities
Manage KPIs that drive customer satisfaction, including support metrics, turnaround times, and ticket backlog volumes
Perform other duties assigned by a supervisor or HHAeXchange leader

Requirements

What you’ll need

Bachelor’s degree required
5+ years of client service experience required
Experience overseeing teams or projects in a matrix environment
Experience with healthcare or homecare industry required
Experience with SaaS platforms 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 mentor and coach team members
Detail-oriented, thorough, accurate, and timely task completion
Strong organizational, project management, and multitasking skills
Ability to manage multiple high-priority tasks
Ability to manage high-pressure situations and handle conflict resolution
Proficiency in Salesforce and MS Office Suite
Strong negotiation skills at all management levels
Superb presentation skills and ability to present professionally to clients at varying authority levels
Strong problem-solving and analytical skills
Ability 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