---
title: 'Customer Success Manager, Mid-Market at HHAeXchange'
canonical: 'https://feeny.ai/job/customer-success-manager-mid-market-hhaexchange-new-york-qcrf904wxzkx'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Success Manager, Mid-Market at HHAeXchange

- **Company:** HHAeXchange
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-08-10
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.lever.co/hhaexchange/bc9fe061-f369-419c-8648-528ae89531cb

## 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 up to 80 mid-market customers, guiding them through the entire lifecycle from contract signature to renewal and expansion. This segment requires scalable engagement strategies, operational excellence, and efficient success planning to support a higher volume of accounts with varied needs. The ideal candidate will be skilled in proactive communication, playbook-driven success motions, and driving strong adoption to support renewal and satisfaction. While this role is not quota-carrying, your success will be measured by your ability to drive exceptional net retention and collaborate with our quota-carrying Account Management team to identify areas of expansion.

This is a hybrid position, with an expectation to report to the Midtown Manhattan, NYC office 3 days/week (typically Tues/Wed/Thurs).

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations.  Reasonable accommodations may be made to 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 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 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, working closely with Product Management to relay customer feedback and contribute to the continuous improvement of our offerings. Collaborate with Sales, Implementation, and Support teams to ensure a seamless customer experience.
- Utilize customer data and analytics to track progress, identify trends, and proactively address customer needs. Use Gainsight and Salesforce to manage customer relationships, retention, and health.

Other Job Duties

- Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

- Travel 25-50%, including overnight travel

Required Education, Experience, Certifications and Skills

- Bachelor's degree in a related field or equivalent practical experience.
- Proven experience (3+ years) in Customer Success, Account Management, or a similar client-facing role within the enterprise SaaS industry.
- Demonstrated ability to manage a similar sized portfolio of customers and drive strong net retention.
- Excellent executive presence and communication skills, with the ability to engage and influence senior-level stakeholders.
- Strong analytical and problem-solving skills, with a data-driven approach to customer management.
- Proficiency in using Customer Success platforms (e.g., Gainsight), CRM systems (e.g., Salesforce), and other relevant business tools.
- Extensive hands-on experience with generative AI tools and prompt engineering techniques.
- Previous experience in the healthcare technology sector, particularly with Medicaid programs, is a significant plus but not required.
- Ability to work independently and manage multiple priorities in a fast-paced environment.

The base salary range for this US-based, full-time, and exempt position is $90,000 - $105,000, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.

This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.

HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.

## About HHAeXchange

## Company Overview
- **One-liner**: HHAeXchange provides a homecare management software platform that connects providers, payers, and members to streamline Medicaid long-term services and supports (LTSS).
- **Entity Type**: Private (Private Equity‑backed; last round led by Hg in 2021)
- **Headquarters**: New York, NY, USA
- **Founded**: 2008
- **Founders**: Not publicly available

## Core Business
- **Primary industries**: Healthcare IT, Homecare Management Software, Medicaid LTSS Technology
- **Target customers**: B2B – homecare agencies, managed care organizations (MCOs), state Medicaid programs, and self‑direction service providers
- **Mission / purpose**: “Help make homecare better for everyone” by enabling aging and disabled individuals to thrive in their homes and communities

## Products & Services
- **HHAeXchange Platform** (SaaS): End‑to‑end homecare management solution covering scheduling, billing, EVV (Electronic Visit Verification), compliance, and analytics. Acts as a single source of truth connecting providers, payers, and members.

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Annual revenue of **$35.4M** (latest estimate); total funding not publicly itemized across multiple PE rounds (led by Wincove, Cressey & Company, Hg)
- **Notable Investors / Partners**: Hg (lead in 2021), Wincove (2014), Cressey & Company (acquired majority stake in 2019). Partners include HCP (integration partnership announced 2022).
- **Growth Signals**:
  - Named to Inc. 5000 list of fastest‑growing private companies for ten consecutive years
  - Headcount grew ~21.6% YoY (453 employees per LinkedIn data; Built In reports 502)
  - Aggressive acquisition strategy: acquired Cashé Software (Jun 2024), Generations Homecare System (Jul 2024), and Sandata (Oct 2024)
  - Expanded executive team with new CHRO and CRO in early 2025

## Competitive Advantages
- **End‑to‑end coverage**: Only platform that fully integrates provider, payer, and member workflows for Medicaid LTSS – a complete view not offered by many competitors.
- **Network effects**: Large installed base (thousands of agencies, multiple state Medicaid programs) creates switching costs and data network effects.
- **Regulatory alignment**: Deep expertise in EVV and Medicaid compliance, making the platform “sticky” for government‑contracted providers.
- **Recent acquisitions**: Adding self‑direction (Annkissam), billing (Cashé), and broader homecare capabilities (Generations, Sandata) to widen the moat.

## Strategic Focus
- Continue expanding through M&A to build the most comprehensive homecare management ecosystem.
- Enhance data insights and interoperability across payers, providers, and state systems.
- Scale headcount and go‑to‑market capabilities (notably adding sales and customer success roles).

## Why Work Here
- **Culture**: Emphasizes core values **Achieve, Grow, Collaborate, Support**. Offers on‑the‑spot rewards, mental health initiatives, cultural celebrations, and employee inclusion events.
- **Work policy**: Primarily on‑site (New York HQ, plus offices in Miami, Minneapolis, Frisco, TX). Some roles posted as “In‑Office or Remote” – check specific listings.
- **Benefits**: Performance bonuses, generous parental leave, dental/health insurance, Flexible Spending Account (FSA), tuition assistance, and diversity‑based Employee Resource Groups (ERGs).
- **Engineering culture**: Growing tech team (99 technical staff) with stack including Ruby on Rails; opportunities to work on platform data insights and integration projects.
- **Impact**: Directly improve the lives of aging and disabled individuals – a mission‑driven environment.
- **Recent employee ratings** (242 reviews): Overall 2.8/5.0 (Work‑Life 2.8, Compensation 3.1, Culture 2.7, Career 2.6) – indicates room for improvement, but typical for a fast‑growing PE‑backed company.

## Sources
1. [HHAeXchange Careers Page (Lever)](https://jobs.lever.co/hhaexchange)
2. [HHAeXchange Official Careers Page](https://www.hhaexchange.com/careers)
3. [LinkedIn Company Profile](https://linkedin.com/company/hhaexchange)
4. [Built In NYC Company Profile](https://builtin.com/company/hhaexchange)

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