Better Homecare, Better Health
Customer Success Manager
Location
New York
Posted
2 days ago
Salary
0
Seniority
Senior
Job Description
Customer Success Manager
HHAeXchange
• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items • Ensure client retention through delivery of exceptional service and support • Assist with challenging client requests or issue escalations as needed • Uncover the true business needs, pain points, and challenges that clients are facing • Ensure the timely and successful delivery of solutions according to customer needs and objectives • 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 the health of clients in weekly status reporting and quarterly client reviews • Regularly travel to client sites, conferences, and industry events to represent the company • Lead 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, offering on-site guidance as required • Collaborate with the sales team to identify and grow opportunities within the market • Address gaps in implementation, services, support and or/client needs • Manage a set of KPIs to drive increased customer satisfaction
Job Requirements
- Bachelor’s degree required
- 3+ years of client service experience required
- Experience with healthcare /homecare industry preferred and/or experience with SaaS platforms/operational software preferred
- Excellent verbal, written, and interpersonal communication skills
- Strong client relationship management skills with the ability to creatively solve problems to meet client needs
- Collaborative and self-motivated, with the ability to work independently in a dynamic, fast-paced environment
- 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
- Negotiation skills at all management levels with a high measure of authority in critical situations
- Excellent presentation and product demonstration skills, with the ability to engage and work effectively with diverse audiences and stakeholders
- 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
Benefits
- Competitive health plans
- Paid time-off
- Company paid holidays
- 401K retirement program with a Company elected match
- Other company sponsored programs
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Bilingual Customer Success Manager
Herrera Headhunters.👉 Important : Si vous ne parvenez pas à postuler via Join, merci d’envoyer directement votre candidature par email à : n.tajouri@herreraheadhunters.com
Role Description Herrera Headhunters is looking to hire an experienced Customer Success Manager with a proven SaaS background to manage a portfolio of 60 French accounts. The ideal candidate has previously worked in a SaaS/software environment, understands subscription-based business models, and is fully bilingual in French and English (spoken and written), as they will interact daily with French clients and collaborate closely with the US team. You will act as the strategic partner for a portfolio of French clients, ensuring product adoption, retention, and expansion. This role combines account management, marketing advisory, onboarding, and performance optimization. Qualifications - 3+ years of experience as a CSM in a SaaS environment - Experience managing 40–80 accounts simultaneously - Data-driven mindset - Strong ownership and accountability - Comfortable in a fast-paced, remote environment Requirements - Mandatory: SaaS Experience - Previous experience working in a SaaS/Software company (strongly preferred) - Understanding of subscription models - Customer lifecycle management - Product adoption metrics - Churn prevention strategies - Expansion and upselling within SaaS environments - Mandatory: Excellent Communication Skills (French & English) - Fully bilingual in French and English (spoken & written) - Able to conduct client meetings in French - Comfortable collaborating with international teams in English - Strong presentation and stakeholder management skills - Marketing Knowledge (Strong Plus) - Experience in email marketing - SMS marketing - Retention marketing - Customer journey optimization - WhatsApp Campaign Expertise - Comfortable with designing campaign flows - Advising on best practices - Improving performance through A/B testing - AI Familiarity (Bonus) - Experience with tools such as ChatGPT or similar AI assistants Benefits - Competitive salary - Flexible working hours - Remote work options - Professional development opportunities 👉 Important: Si vous ne parvenez pas à postuler via Join, merci d’envoyer directement votre candidature par email à : n.tajouri@herreraheadhunters.com
• Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers based on segmentation and identified goals and objectives • Ensure that customers are continuously delighted throughout their journey with Renaissance • Regularly contributes to the identification and documentation of risks, applying knowledge of local customer and territory context; Escalates risk appropriately with some oversight • Collaborate with cross-functional team (e.g., Sales, Customer Support, Customer Education), to support customers. Contribute to revenue growth through customer advocacy and success stories • Facilitate or manage support/ product/ experience related customer challenges • Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals • Drive advanced product adoption strategies across customer base, supporting the development and implementation of scalable solutions for common customer challenges • Analyze customer feedback patterns and success metrics to provide actionable insights to CS leadership, contributing to product strategy and customer experience improvements • Execute sophisticated retention strategies through proactive risk assessment and mitigation planning, while monitoring customer accounts to address any signs of dissatisfaction or potential churn • Monitor new customers through the onboarding process, ensuring a smooth transition • Deploy many communication strategies to engage customers and engage • Lead customer strategies for personalized engagement operating with greater independence • Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support
• Manage a portfolio of 60 French SaaS Accounts • Ensure strong product adoption and feature utilization • Advise clients on building and optimizing WhatsApp marketing campaigns • Guide new customers through product implementation • Track KPIs related to adoption, retention, and campaign performance • Manage escalations and coordinate with technical teams • Use AI tools to generate message templates and automation flows • Maintain structured account notes and CRM updates
