Supervisor, SMB Customer Success

Greater Minneapolis-St. Paul Area · USD 95,000-125,000 · Full-time · Onsite · Posted Oct 13, 2026

At a glance

HHAeXchange is seeking a Manager, SMB Customer Success to oversee a team responsible for driving adoption and supporting the retention of SMB providers.
In this leadership role, you will lead your team in ensuring customer success, strengthening relationships, and identifying opportunities to enhance the overall customer experience.

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.
Partner cross-functionally with product, marketing, and finance to ensure the continued success of clients managed by your team.
Track and measure team KPIs and client activity to optimize performance, inspiring and motivating the team to achieve key performance metrics.

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!

Hybrid position with an expectation to report to the Bloomington, MN office 3 days/week (typically Tues/Wed/Thurs).
Travel 10%, including overnight travel