Customer Advisor

Essential Job Duties

Portfolio Management & Prioritization

• Manage a high-volume portfolio of assigned HHAeXchange customers using data-driven insights to prioritize activities and focus efforts where they will have the greatest customer and business impact.
• Develop and maintain relationships with customer stakeholders to understand operational goals, identify risks, support retention efforts, and prepare accounts for successful renewals.
• Prioritize outreach and engagement activities based on account health, renewal timing, customer engagement, risk indicators, and growth opportunities.

Risk Identification, Retention & Renewal Readiness

• Proactively monitor account health and customer activity to identify risks early, document root causes, develop mitigation plans, and maintain accurate retention forecasts.
• Own customer retention and save motions for at-risk accounts, including stakeholder coordination, recovery planning, escalation management, and progress tracking through resolution.
• Drive renewal readiness for assigned accounts by validating decision-makers, identifying and resolving renewal blockers, conducting value-based discussions, and maintaining accurate renewal forecasts.
• Prepare concise summaries, recommendations, and risk updates for leadership when additional visibility, support, or escalation management is required.

Expansion Opportunity Management

• Identify customer growth signals and qualify expansion opportunities through an understanding of customer goals, usage trends, and business needs.
• Provide structured and actionable expansion opportunity handoffs to Sales, ensuring appropriate context, customer objectives, and next steps are clearly documented.

Cross-Functional Collaboration & Customer Advocacy

• Facilitate effective cross-functional collaboration by providing complete customer context, actions taken, customer expectations, and recommended next steps during escalations and handoffs.
• Partner closely with Sales, Implementation, Product, Customer Experience, Support, Operations, Finance, and other internal teams to drive successful customer outcomes.
• Capture and communicate customer feedback, product requests, operational challenges, and market insights to appropriate internal stakeholders to support continuous improvement efforts.

Customer Data, Documentation & Systems Management

• Utilize customer data, health metrics, and analytics to identify trends, monitor progress, and proactively address customer needs.
• Leverage Gainsight, Salesforce, and other available tools to manage customer relationships, retention activities, renewal readiness, and account health.
• Maintain accurate and timely account documentation in Gainsight and Salesforce, including customer interactions, risks, renewal status, action plans, opportunities, escalations, and next steps.

Product & Technical Acumen

• While not a technical support role, develop a strong understanding of customer workflows, platform functionality, and operational processes to effectively discuss customer challenges and translate product capabilities into business outcomes.
• Utilize productivity tools and AI-enabled technologies, where appropriate, to improve efficiency, customer engagement, and internal processes.

Success Metrics

Retention & Renewal: Gross Revenue Retention (GRR): 92%

• Renewal readiness and renewal outcomes
• Portfolio retention and intervention success rate
• Risk identification and mitigation effectiveness

Growth/Net Revenue Retention (NRR): 110%

• Expansion opportunity generation and Sales handoff quality
• Successful annual conversion rate from monthly billing, when applicable

Operational Excellence/CTA Performance: 95%+ completion rate on assigned CTAs within SLA timelines

• Response time on at-risk situations and standard requests

Customer & Portfolio Management

• Documentation accuracy and completeness for handoffs and escalations
• Movement of accounts from red or yellow health scores to green
• Frequency and quality of customer engagements and consultations 

Travel Requirements

• Travel up to 10%, including overnight travel

Required Education, Experience, Certifications and Skills

REQUIRED QUALIFICATIONS 

• Minimum of 3-years in a customer-facing role with experience resolving complex issues and managing relationships 
• Experience managing a high-volume portfolio of customers with competing priorities.
• 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 
• Ability to work independently and manage multiple priorities in a fast-paced environment. 

PREFERRED BUT NOT REQUIRED 

• Experience in healthcare or homecare operations 
• Sales experience related to renewals, upsells, or negotiations 
• Prior experience with customer success tooling and health score programs 
• Utilize productivity tools, including AI-enabled technologies when appropriate, to improve efficiency and customer engagement.

TOOLS AND TECHNICAL SKILLS 


Candidates are not expected to have mastered every tool on day one. Most of the items below are preferred but not required. Quick ramp ability matters most. 

• Salesforce or similar CRM platforms 
• Gainsight or other customer success platforms 
• Gong or similar call recording and coaching platforms 
• Microsoft Office Suite and Teams for collaboration and meetings 
• OneNote or similar note taking systems for customer documentation 
• Familiarity with AI productivity tools such as Copilot is a plus