---
title: 'Sr. Customer Success Manager at HHAeXchange'
canonical: 'https://feeny.ai/job/sr-customer-success-manager-hhaexchange-united-states-hmsjdpth5m54'
type: 'job'
last_seen: '2026-09-09'
---

# Sr. Customer Success Manager at HHAeXchange

- **Company:** HHAeXchange
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-31
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.lever.co/hhaexchange/5fe63b49-f3c7-48d7-b769-b9cbbcfc08e6

## 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.

## ROLE SPECIFICS

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

- Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market
- Ensure client retention through delivery of exceptional service and support
- Responsible for managing challenging client requests and issue escalations, addressing gaps in implementation and support, and mitigating client risks and contract issues
- Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape
- Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals
- Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership
- Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews
- Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives
- Lead discovery and tailored product demonstrations to show the value of additional HHAeXchange solutions
- Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings
- Develop trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors, offering on-site guidance as required
- Play an active role in new hire onboarding and mentoring, as well as manage/mentor a subset of Customer Success Managers (CSMs)
- Collaborate with sales team to identify and grow opportunities within market
- Address gaps in implementation, services, support and or/client needs
- Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

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 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 skills with the ability to creatively solve problems to meet client needs
- Ability to mentor/coach team members and provide guidance as needed
- Detail-oriented with the ability to complete tasks thoroughly, accurately, and in a timely manner
- Strong organizational, project management, and multitasking skills, with the ability to manage multiple high-priority tasks
- Ability to effectively manage high-pressure situations and comfortably handle conflict resolution scenarios
- Proficiency in Salesforce and MS Office Suite
- Strong negotiation skills at all management levels with a high measure of authority in critical situations
- Superb presentation skills and the ability to professionally present to clients at varying levels of authority
- Strong problem-solving and analytical skills
- Demonstrated understanding of the healthcare industry, with specific understanding of home-based care preferred
- Passion for customer satisfaction with a great desire to succeed

The base salary range for this US-based, full-time, and exempt position is $ - $ 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

## 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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