Customer Success Manager

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the main contact for assigned HHAeXchange clients from the implementation phase through to the live environment.

• Advise clients on optimal practices for utilizing the SaaS solution and suggest additional products/services as necessary.

• Gather and assess key metrics to measure client success and business effectiveness.

• Develop and sustain client relationships while ensuring client retention through outstanding service and support.

• Assist with complex client requests and issue escalations, collaborating cross-functionally to address system challenges.

• Recognize client business requirements, pain points, challenges, and overall organizational structure.

• Guarantee timely and successful implementation of solutions in alignment with customer needs and objectives.

• Collaborate with Product teams and relay client feedback to leadership.

• Maintain weekly communication with clients and document client health through weekly status updates and quarterly reviews.

• Travel to client locations, conferences, and industry events to represent the company and engage with stakeholders.

• Conduct customized product demonstrations for additional HHAeXchange solutions.

• Establish trusted-advisor relationships with key accounts and offer on-site guidance as needed.

• Work with Sales to identify and expand market opportunities.

• Oversee KPIs including support metrics, turnaround times, and ticket backlog volumes.

⛳️ Requirements

• Bachelor's degree is required.

• A minimum of 3 years of client service experience is required.

• Experience in the healthcare/homecare sector is preferred.

• Familiarity with SaaS platforms and operational software is preferred.

• Experience with partner ecosystems is preferred.

• Outstanding verbal, written, and interpersonal communication skills.

• Strong client relationship management abilities and creative problem-solving skills.

• Capability to work both collaboratively and independently in a dynamic, fast-paced environment.

• Detail-oriented with a focus on thoroughness, accuracy, and timely task completion.

• Excellent organizational, project management, and multitasking abilities.

• Proficient in managing multiple high-priority tasks.

• Ability to handle high-pressure situations and resolve conflicts effectively.

• Proficiency in Salesforce and MS Office Suite.

• Negotiation skills at all levels of management.

• Exceptional presentation and product demonstration skills.

• Strong analytical and problem-solving abilities.

• Understanding of the healthcare industry; knowledge of home-based care is preferred.

• A passion for customer satisfaction and a drive to succeed.

• Willingness to travel 10–25%, including overnight trips.

🏝️ Benefits

• Competitive health insurance plans.

• Paid time off.

• Company-paid holidays.

• 401K retirement plan with a company-matched contribution.

• Additional company-sponsored programs.