Manager, Home Care Customer Success

About A Place for Mom

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. A Place for Mom fosters, cultivates, and preserves a culture of diversity, equity, and inclusion.

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.

The Manager, Customer Success, Home Care Division will lead a team of Customer Success Managers to drive retention of and engagement with the home care agencies in our network. We are experiencing tremendous growth and homecare is a core priority for A Place for Mom. This role will have a huge impact on the ongoing management of our brand across some of our most valuable customers. They will be responsible for reinforcing A Place for Mom's brand, mission, and value proposition for our customers through support focused on helping agency owners grow their business by engaging with our programs. The ideal candidate will have a deep understanding of how to deliver growth through high levels of service and driving upsell opportunities, with a proven track record of success in managing a customer success team.

What You Will Do

• Lead and grow a team of Customer Success Managers to achieve targets for retention and engagement for home care agencies.
• Implement processes that drive high levels of adoption across our network with new programs and product offerings.
• Build and maintain strong relationships with agency partners, serving as their main point of contact.
• Develop and implement streamlined processes and standard operating procedures (SOPs) to enhance team efficiency and consistency.
• Drafting and editing presentations and webinars to communicate key initiatives, updates, and insights to internal and external stakeholders.
• Develop, test, and implement strategies to increase customer satisfaction, including regular check-ins, surveys, training, and feedback sessions.
• Collaborate with internal teams, including Sales, Marketing, Product, and Operations, to ensure a seamless customer experience and channel customer feedback to the broader division
• Analyze data and develop reports to track progress and identify areas for improvement by creating daily metric based scorecards to increase the team’s visibility into their own KPI achievement.
• Provide coaching and training to Customer Success Managers to ensure they have the necessary skills and knowledge to effectively manage their portfolio.

• Proven experience in managing a team of Customer Success Managers, preferably in the home care or healthcare industry.
• Ability to lead and motivate a team, including coaching and providing regular feedback.
• Experience with CRM, dialers, other platforms and driving efficiency/process through them.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with internal and external stakeholders.
• Proficiency with Excel and other reporting tools that promotes an ability to dig into data and identify trends and opportunities for improvement.
• Ability to deliver results while working in a highly independent and fast-paced environment.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Compensation

• Base Salary - $75,000 + 20% Bonus
• Full benefits for full time employees which includes health, life, dental, vision, 401(k) + company match, paid time off, etc.

All your information will be kept confidential according to EEO guidelines.

*This is a fully remote role that can be located anywhere within the continental United States

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

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