Customer Success Manager, Enterprise
AI summary of the role
Manage a portfolio of 30-50 strategic enterprise accounts for a Medicaid homecare SaaS platform, driving retention and expansion through executive relationships and value realization.
No longer in the current catalog. Last included 2026-09-09. Check the employer’s posting for availability.
What you’ll do
- Own end-to-end customer lifecycle for 30-50 enterprise accounts, from onboarding to renewal and expansion.
- Build executive relationships and lead business reviews to demonstrate ROI and drive net retention.
- Collaborate with sales to identify expansion opportunities and mitigate churn risks.
- Use Gainsight and Salesforce to monitor health, adoption, and analytics.
What you’ll bring
- 3+ years in Customer Success or Account Management in enterprise SaaS.
- Proven ability to manage a portfolio and drive strong net retention.
- Executive presence and communication skills for senior stakeholders.
- Proficiency with Gainsight, Salesforce, and data-driven customer management.
Technologies
Gainsight · Salesforce · generative AI · prompt engineering · SaaS
About hhaexchange
SaaS platform for Medicaid homecare and self-direction program management, connecting state agencies, managed care payers, providers, and caregivers with scheduling, EVV, billing, and compliance.
Private Late · 500–1000 people
Source and classification
Customer adoption & accounts · Evidence for this classification:
Duties Own and manage the end-to-end relationship for a portfolio of assigned HHAeXchange customers, including onboarding, adoption, value realization, renewal, and expansion. Develop and maintain strong relationships with key customer stakeholders, including executive decision-makers, to understand their business objectives and ensure alignment with HHAeXchange solutions. Proactively monitor customer health, identify and mitigate risks, and lead strategic conversations to demonstrate the ongoing value and ROI of HHAeXchange products. Drive high renewal rates within your portfolio and collaborate with the sales team to identify and nurture expansion opportunities based on deep understanding of customer needs and successes. Net retention, customer health, adoption, and advocacy will be key performance metrics for this role. Confidently lead business reviews and strategic discussions
More from the job description
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states. HHAeXchange is seeking a proactive and experienced Customer Success Manager (CSM) to join our dynamic team. In this pivotal role, you will manage a portfolio of 30–50 highly engaged, strategic enterprise accounts, guiding them through the entire lifecycle from contract signature to renewal and expansion. This segment requires deep partnership management, executive alignment, and tailored success strategies that support complex growth opportunities. The ideal candidate will be a strategic partner to our clients, ensuring they achieve maximum value from our solutions, leading to high renewal rates and identifying areas for long-term account development. While this role is not quota-carrying, your success will be measured by your ability to drive exceptional net retention, deepen executive relationships, and partner effectively with our quota-carrying Account Management team. This is a hybrid positi [... source excerpt omitted ...] enable individuals with disabilities to perform the essential functions. Essential Job Duties Own and manage the end-to-end relationship for a portfolio of assigned HHAeXchange customers, including onboarding, adoption, value realization, renewal, and expansion. Develop and maintain strong relationships with key customer stakeholders, including executive decision-makers, to understand their business objectives and ensure alignment with HHAeXchange solutions. Proactively monitor customer health, identify and mitigate risks, and lead strategic conversations to demonstrate the ongoing value and ROI of HHAeXchange products. Drive high renewal rates within your portfolio and col [... source excerpt omitted ...] ses. Net retention, customer health, adoption, and advocacy will be key performance metrics for this role. Confidently lead business reviews and strategic discussions with senior client leadership, articulating value and influencing decision-making. While not a technical support role, this role requires being able to comfortably engage in technical discussions, understand customer workflows, and effectively communicate technical concepts to non-technical audiences. Leverage extensive experience with generative AI tools and prompt engineering to enhance customer engagement, develop strategic insights, and optimize internal processes. Serve as a customer advocate internally,
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