Customer Communications Manager at Hhaexchange

HHAeXchange is the leading technology platform for home and community-based care. Since 2008, we have focused on building a comprehensive ecosystem that connects patients, providers, and managed care organizations to help individuals age and thrive in their own homes. We are looking for a Customer Communications Manager to join our team and lead our external messaging strategy, ensuring our customers receive clear, timely, and impactful information during product updates, industry shifts, and critical incidents.

Responsibilities

• Develop and execute a comprehensive communication strategy for product releases, service updates, and urgent company announcements.
• Lead incident response communications by crafting transparent messaging that addresses customer concerns and provides clear guidance.
• Manage customer segmentation to ensure that the right information reaches the right audience at the right time.
• Coordinate across internal teams, including Product, Engineering, and Customer Success, to maintain a unified communication calendar and governance framework.
• Create and manage customer-facing assets, such as webinars, landing pages, and email campaigns, using platforms like HubSpot and Pendo.
• Establish and report on key performance indicators, including engagement and adoption metrics, to continuously improve our outreach efforts.
• Provide messaging support and talking points to customer-facing teams to ensure consistency across all channels.
• Maintain availability for after-hours support during urgent system events or critical incidents.

Must-haves

• Bachelor’s degree or equivalent experience in marketing or communications.
• At least 5 years of professional experience in external or customer-focused communication roles.
• Proven success managing enterprise-scale communication programs with measurable results.
• Direct experience within the home care industry and an understanding of the provider perspective.
• Strong writing and editing skills with the ability to simplify complex technical concepts for a broad audience.
• Proficiency with communication tools such as Pendo and HubSpot.
• Strong project management abilities and the capacity to influence stakeholders in a matrixed organization.
• Ability to remain calm and deliver clear, transparent messaging under pressure.

Benefits

The base salary range for this position is $100,000 to $115,000 per year. We also provide a comprehensive benefits package, which includes:

• Medical insurance plans.
• 401k retirement program with a company-elected match.
• Paid time off and company-paid holidays.
• A hybrid work model, with an expectation to work from our NYC or Minneapolis offices approximately 3 days per week if you are within commuting distance.