Manager, Customer Success, Home Care Division

Company Description

A career with A Place for Mom (APFM) is an opportunity to join our rapidly expanding technology company committed to making a real difference in the lives of the families we serve and the senior living industry at large. 

The position 

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.

Job Description

• 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, 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.

Qualifications

• Proven experience in managing a team of Customer Success Managers, preferably in the home care or healthcare industry.
• 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 lead and motivate a team, including coaching and providing regular feedback.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.

Additional Information

Compensation:

• Base Salary - $75,500 + 20% Bonus
• Benefits:
  • 401(k) plus match
  • Dental insurance
  • Health insurance
  • Vision Insurance
  • Paid Time Off

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more.  Our services are offered at no cost to families as we’re paid by the 14K+ communities and 3K+ providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion. 

Employees who thrive at A Place for Mom live our values every day:

• Focus on excellence
• Act with integrity and assume positive intent
• Drive outcomes every day with passion and a sense of mission
• Make the lives of our families and customers better, easier and more successful
• Realize the full potential in each team member -- work as a single supportive team

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