Supervisor, SMB Customer Success

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 Supervisor, SMB Customer Success to directly lead a team of Customer Advisors supporting adoption, retention, and account health for SMB providers with $30K ARR and below. You will monitor key metrics, including Gross Revenue Retention (GRR), adoption, and churn; oversee renewal execution for accounts within the team’s ARR segment; and partner with cross-functional teams to resolve issues driving escalations.

This role is a fully on-site position in our Minneapolis, MN office.

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 $85,000 - $92,000, 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.