---
title: 'Supervisor, SMB Customer Success at HHAeXchange'
canonical: 'https://feeny.ai/job/supervisor-smb-customer-success-hhaexchange-minneapolis-jfxbgjjc4ecs'
type: 'job'
last_seen: '2026-10-28'
---

# Supervisor, SMB Customer Success at HHAeXchange

- **Company:** HHAeXchange
- **Location:** Minneapolis, MN / St. Paul, MN
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-10-13
- **Last confirmed live:** 2026-10-28
- **Apply:** https://jobs.lever.co/hhaexchange/36403ad1-34e8-48f9-b3a7-994546395d0c

## 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. We are seeking a highly motivated and skilled individual to join our Customer Success team as Manager, SMB Customer Success. In this leadership role, you will oversee a team responsible for driving adoption and supporting the retention of our SMB providers. You will lead your team in ensuring customer success, strengthening relationships, and identifying opportunities to enhance the overall customer experience with HHAeXchange. As the Manager, you will be responsible for monitoring key metrics to evaluate the health of customer relationships, helping troubleshoot and escalate issues as needed. You will leverage your expertise in relationship management, consultative support, and strategic thinking to address gaps in implementation, training, and ongoing support, all while fostering long-term customer satisfaction and retention. Additionally, you will mentor and develop your team, ensuring they are equipped with the skills and knowledge necessary to excel in their roles and deliver outstanding service to clients. This is a hybrid position, with an expectation to report to the Bloomington, MN 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 accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Job Duties

- Ensure your team delivers customer success through engagement, adoption and ensuring customers fully realize the value of HHAeXchange products.
- Mentor, coach, and provide ongoing support, fostering a collaborative and results-driven environment.
- Lead your team as they build relationships with customers to identify opportunities, effectively hitting adoption, retention, and Gross Revenue Retention (GRR) targets.
- Responsible for the ongoing health of customer relationships managed by your team
- Coach and direct Customer Advisors to identify and support customers with low adoption or training engagement, assisting with escalations as needed
- Ensure your team works with customers to identify the true business needs, pain points, and challenges that our clients are facing and then elevate those concerns internally to help improve our service offerings.
- Drive customer retention initiatives and Gross Revenue Retention (GRR) improvements by managing your team to proactively identify at-risk clients by monitoring engagement and satisfaction metrics.
- Lead renewal execution for SMB accounts with $30K ARR and below, directing Customer Advisors through the renewal process. Escalate renewal risks, pricing exceptions, and nonstandard contract terms to the Director, Technical Customer Care Strategy for review and approval, with the Vice President, Technical Customer Care supporting escalation to Finance as needed.
- Partner cross-functionally with product, marketing, and finance to ensure the continued success of clients managed by your team.
- Provide insightful and actionable feedback from customer and team insights to leadership.
- Assist with hiring, onboarding, and developing highly qualified team members when openings arise, partnering with leadership on hiring decisions.
- Assist with escalations or high-impact customer issues, as needed, in partnership with the team.
- Ensure customers realize value and benefits through effective team execution, and proactively promote new solutions as appropriate.
- Track and measure team KPIs and client activity to optimize performance, inspiring and motivating the team to achieve key performance metrics and implementing improvement measures as needed.
- Performance manage your team to ensure quality, accountability, and process adherence, including addressing underperformance through coaching and formal performance management steps when needed.

Other Job Duties

- Other duties as assigned by supervisor or HHAeXchange leader.

Travel Requirements

- Travel 10%, including overnight travel

Required Education, Experience, Certifications and Skills

- At least one year of people-management experience, including coaching and developing team members, in a SaaS customer success environment, with demonstrated experience supporting customer retention.
- Ability to foster a culture of accountability, collaboration, and continuous improvement within the team.
- Excellent customer service, communication skills and proficiency in Salesforce, Gainsight, Microsoft Office
- Proven interpersonal, collaborative, and relationship building skills.
- Strong organizational skills and ability to manage personal and team priorities and workflows.
- Teamwork approach, enthusiasm, and a strong desire to succeed!
- Bonus: Experience working with clients in the healthcare or homecare industry

The base salary range for this US-based, full-time, and exempt position is $95,000 - $125,000, 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)

## Other roles at HHAeXchange

- [Payer Integration Solutions Analyst](https://feeny.ai/job/payer-integration-solutions-analyst-hhaexchange-new-york-0x7zmcf2edzq) — New York, NY
- [Sr. Database Administrator](https://feeny.ai/job/sr-database-administrator-hhaexchange-united-states-q7m79pmpxx5q) — United States
- [Director, Technical Customer Care](https://feeny.ai/job/director-technical-customer-care-hhaexchange-minneapolis-p97pt74hm0gj) — Minneapolis, MN / St. Paul, MN
- [Staff Software Engineer](https://feeny.ai/job/staff-software-engineer-hhaexchange-united-states-b0zfvp1d2ya4) — United States
- [Principal Software Engineer](https://feeny.ai/job/principal-software-engineer-hhaexchange-united-states-dx7nshjakczz) — United States
- [EDI Enrollment Analyst](https://feeny.ai/job/edi-enrollment-analyst-hhaexchange-miami-dade-county-nyzbzq0jaakb) — Miami-Dade County, FL
- [Supervisor, Revenue Cycle Support Operations](https://feeny.ai/job/supervisor-revenue-cycle-support-operations-hhaexchange-miami-dade-county-sjmr018n0trg) — Miami-Dade County, FL
- [Sales Manager, SMB](https://feeny.ai/job/sales-manager-smb-hhaexchange-minneapolis-s3nwratj4sxy) — Minneapolis, MN / St. Paul, MN
- [Corporate Controller](https://feeny.ai/job/corporate-controller-hhaexchange-washington-q8hgp58tc666) — Washington, DC
- [Sr Customer Success Manager (MCO)](https://feeny.ai/job/sr-customer-success-manager-mco-hhaexchange-united-states-hmsjdpth5m54) — United States