Sr Customer Success Manager (MCO)
Core
Strategic relationship lead for HHAeXchange's largest national Managed Care Organization (MCO) partners, driving alignment, adoption, growth, and long-term customer success across multiple markets.
Role type
Senior Customer Success Manager (Enterprise/Strategic)
Builds
Homecare ecosystem connecting patients, personal care providers, managed care organizations, and states via SaaS solution
Domain
Healthcare / Homecare / Managed Care
Deliverable
client delivery
Required skills
client relationship management, issue escalation management, business needs analysis, cross-functional partnership, KPI management, team mentoring, market growth identification, industry risk/opportunity assessment, solution demonstration, executive stakeholder engagement
Preferred skills
SaaS platform experience, partner ecosystem experience, home-based care industry expertise
Technologies
Salesforce, MS Office Suite
Responsibilities
Build and maintain relationships with clients as primary point of contact; ensure client retention through exceptional service; manage challenging client requests and issue escalations; uncover true business needs and pain points; ensure timely delivery of solutions; partner cross-functionally with product teams; maintain weekly communication and document client health; regularly travel to client sites and industry events; lead discovery and tailored product demonstrations; develop trusted advisor relationships with key accounts; play an active role in new hire onboarding and mentoring; collaborate with sales team to identify growth opportunities; manage KPIs to drive increased customer satisfaction.
Seniority
Senior, hands-on IC with mentorship responsibilities
