Customer Advisor

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 Customer Advisor who thrives on solving complex problems and turning frustrated customers into advocates. Think of this role as roadside assistance for healthcare technology - when agencies encounter obstacles, you jump in with expertise and get them back on track. 

Our Customer Advisor team works collaboratively so customers get consistent, expert assistance no matter who they speak with. You won't be managing daily relationships; instead, you'll be the expert who intervenes during critical moments to resolve issues, optimize operations, and strengthen partnerships highly motivated and skilled individual to join our Customer Success team as a Customer Advisor.  

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 accommodations.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Manage a portfolio of customers with a mix of proactive outreach and responsive problem solving
• Identify customer needs, prioritize actions, and implement practical solutions across billing, workflows, compliance, scheduling, reporting, and adoption
• Guide customers transitioning from Implementation into stable day-to-day operations
• Lead retention efforts for accounts showing risk and present clear next steps to stabilize the relationship
• Coordinate with Product, Implementation, Finance, and other teams to deliver cross-functional solutions
• Capture customer feedback, document outcomes, and ensure smooth handoffs so teammates have the context they need
• Support customers through operational challenges such as EVV compliance, payroll interruptions, or billing disruptions
• Drive feature adoption and demonstrate measurable ROI that protects revenue, improves caregiver workflows, reduces manual administrative overhead, and supports renewals and long-term value
• Prepare concise summaries and recommendations for leadership when escalations require additional visibility
• Influence product and process improvements by surfacing real customer needs and patterns

• Other duties as assigned by supervisor or HHAeXchange leader

• Travel up to 10%, including overnight travel

• Minimum of 3 years in a customer facing role with experience resolving complex issues and managing relationships
• Experience with SaaS or technology platforms and an understanding of post implementation customer engagement
• Demonstrated success in retaining customers through consultative conversations and value driven solutions
• Strong verbal and written communication skills for working with operational and executive stakeholders
• Empathy, patience, and resilience when working with customers under stress
• Ability to manage multiple priorities with attention to detail and follow through
• Comfort translating technical features into business outcomes that non-technical stakeholders can act on
• Experience in healthcare or homecare operations preferred.
• Sales experience related to renewals, upsells, or negotiations preferred.
• Experience with Salesforce, Gainsight, Salesloft, Tableau, CoPilot, and/or similar tools is preferred.
• Prior experience with customer success tooling and health score programs preferred.
• Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role.  

The base salary range for this US-based, full-time, and exempt position is $65,000 - $75,000. This position is also eligible for our Customer Success variable compensation program (up to $12k annually for hitting KPIS). 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.