--- title: 'Sr Customer Experience Manager at HHAeXchange' canonical: 'https://feeny.ai/job/sr-customer-experience-manager-hhaexchange-new-york-n4jcgeh6g3e7' type: 'job' last_seen: '2026-09-09' --- # Sr Customer Experience Manager at HHAeXchange - **Company:** HHAeXchange - **Location:** New York, NY - **Employment:** full-time - **Work type:** hybrid - **Posted:** 2026-08-25 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.lever.co/hhaexchange/4ade403f-eb92-42e8-8318-87890ec2856d ## 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. The Senior Customer Experience Manager is a highly strategic individual contributor responsible for shaping and executing how HHAeXchange drives customer activation, adoption, engagement, and retention at scale. Reporting directly to the VP of Customer Experience, this role will use product usagedata, customer behavior, and lifecycle data to identify the moments that matter most, develop strategies to influence them, and translate those strategies into measurable digital experiences and interventions. This role sits at the intersection of customer strategy, product adoption, technology, and execution. Rather than inheriting a mature digital customer program, you will have the opportunity to help define how HHAeXchange engages customers at scale—developing the strategy, building new approaches, measuring their impact, and continuously improving the model.This role is designed for a strategist and a builder: someone who wants meaningful strategic ownership while staying close enough to the work to personally bring ideas to life and see their impact on customer outcomes. This is a hybrid position, 3x a week in-office at our New York City office location. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. ## What You'll Own Customer Adoption & Engagement Strategy - Own and evolve the digital customer adoption and engagement strategy, identifying and prioritizing the highest-impact opportunities across activation, adoption, engagement, retention, and customer risk. - Use product usage, customer behavior, and lifecycle data to diagnose friction, uncover opportunities, and develop a clear point of view on how to improve customer outcomes at scale. - Define engagement strategies for key customer segments and lifecycle moments, determining when digital, educational, AI-enabled, or human intervention will have the greatest impact. - Partner with the VP of Customer Experience and cross-functional leaders to shape priorities and connect customer insights and engagement strategies to broader company goals. Journey Design & Execution - Architect customer journeys and translate strategy into execution, personally building and launching scalable adoption and engagement programs across channels such as email, in-app experiences, education, AI-enabled engagement, and human outreach. - Design personalized, behavior-based experiences that respond to customer lifecycle stage, product usage, engagement signals, and demonstrated needs. - Develop proactive approaches to adoption and customer risk, including strategies that address missed milestones, disengagement, usage declines, and other signals before they become larger customer issues. - Partner across Product, Product Marketing, Customer Success, Training, Technical Customer Care, Automation, and Data to bring strategies to life while maintaining ownership of the customer experience and outcome. Measurement, Experimentation & Optimization - Define what success looks like for adoption and engagement initiatives, establishing clear KPIs and connecting programs to measurable customer outcomes such as activation, feature adoption, time-to-value, engagement, and retention. - Analyze customer, program, and cohort performance to understand what is working, what isn't, and why—and translate those insights into recommendations and action. - Establish a continuous test-and-learn approach across journeys, messaging, channels, timing, segmentation, and interventions. - Surface insights and results to CX and company leadership, using what we learn to continually improve the customer experience strategy. What Success Looks Like - Success in this role is not measured by the number of campaigns launched or workflows built. It is measured by whether those programs change customer behavior and improve customer outcomes. Within this role, you will be expected to: - Identify and prioritize meaningful customer adoption and engagement opportunities. - Turn customer and product insights into clear strategies and hypotheses. - Move quickly from strategy to execution without waiting for a large team to do the work. - Demonstrate measurable improvement in customer activation, adoption, engagement, and risk reduction. - Build repeatable approaches that can scale across customers, products, and lifecycle moments. - Create a continuous learning loop where data and experimentation make the customer experience smarter over time. Other Job Duties Other duties as assigned by supervisor or HHAeXchange leader. Travel Requirements - Travel up to 10%, including overnight travel. Required Education, Experience, Certifications and Skills - 8+ years of relevant experience. 3–5+ years in progressively senior/specialized roles in lifecycle marketing and customer tech touch experience. - Strong understanding of the customer lifecycle and experience using product usage and customer behavior data to identify opportunities and drive program decisions. - Proven track record building a tech-touch or digital CS program from zero: you have stood up the tooling, designed the campaign and journey logic, launched the sequences, and measured the outcomes — not inherited a running system. - Demonstrated ability to move between strategic thinking and hands-on execution—identifying an opportunity, developing the strategy, building or launching the solution, and measuring its impact. - Deep, hands-on experience with agentic AI tools and workflow automation platforms (e.g., Gainsight, Totango, Intercom, Salesloft, Zapier, Make, or similar) — not as an end user, but as a builder. - Direct experience building multi-channel customer engagement across email, in-app messaging, and chat, with a working understanding of how channel, timing, and content interact to drive behavior. - Strong analytical foundation: you can construct a health score from raw data, read churn signals in a cohort analysis, and translate both into campaign and journey decisions without needing someone else to interpret the data for you. - Strong analytical capability and comfort using dashboards, cohort analysis, product usage data, and performance reporting to independently draw conclusions and make recommendations. - Demonstrated ability to own execution end-to-end with minimal oversight — from campaign build, to data pipeline, to leadership-ready reporting — and to prioritize your own workload across competing lifecycle and analytics priorities. - Strong cross-functional influence and communication skills, with the ability to turn insights into action and align partners around a strategy. - A builder mentality and test-and-learn mindset—energized by ambiguity, comfortable starting with a blank page, and equally willing to develop the strategy and roll up your sleeves to make it real. The base salary range for this US-based, full-time, and exempt position is $130,000 - $150,000, 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. 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