Customer Operations System Manager at Hhaexchange

Welcome to HHAeXchange. Since 2008, we have been building the leading technology platform for home and community-based care. Our mission is to create a comprehensive, end-to-end homecare ecosystem that connects patients, providers, and organizations, helping those who are aging or living with disabilities thrive in their own homes. We are looking for passionate individuals to join our team and help us transform the healthcare landscape.

What is this role?

We are seeking a Senior Customer Operations System Manager to join our team on a full-time basis. This is a hybrid position based in the United States. In this role, you will serve as the primary owner for the configuration, optimization, and management of our core customer success and engagement tools, including Gainsight CS, Gainsight PX, and Pendo. You will collaborate across departments to turn our digital engagement strategies into reality.

What will you do?

• Manage the end-to-end administration of Gainsight and Pendo, including setting up user tracking, building health scorecards, and creating automated workflows.
• Partner with our Customer Success, Product, and Marketing teams to translate business goals into actionable system requirements and user journeys.
• Provide internal training and ongoing support to ensure our teams effectively use these platforms to drive customer adoption and engagement.

What makes you a great fit?

To be successful in this role, you should have a strong background in SaaS operations and a deep understanding of customer success systems. We are looking for someone who brings the following skills and experience:

• Hands-on experience administering Gainsight CS, Gainsight PX, or Pendo.
• Strong analytical abilities, including experience with Salesforce, SQL, and data integration.
• Proficiency in project management and the ability to communicate technical concepts to cross-functional stakeholders.
• Familiarity with HTML and CSS for customizing in-app messaging.
• A Bachelor’s degree or equivalent experience in a related field.
• A willingness to explore how AI tools can improve productivity and innovation.

What's in it for you?

We offer a competitive base salary range of $110,000 to $125,000 per year. In addition to your compensation, you will have access to a comprehensive benefits package designed to support your well-being and future:

• Medical insurance plans.
• A 401k retirement program with a company match.
• Generous paid time off.
• The flexibility of a hybrid work environment.