[Remote] Manager, Home Care Customer Success

Note: The job is a remote job and is open to candidates in USA. A Place for Mom is the leading platform guiding families through every stage of the aging journey. The Manager, Customer Success, Home Care Division will lead a team to drive retention and engagement with home care agencies, ensuring the ongoing management of the brand and supporting agency owners in growing their business.


Responsibilities

  • 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

Skills

  • 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

Benefits

  • 401(k) plus match
  • Dental Insurance
  • Health Insurance
  • Vision Insurance
  • Paid Time Off

Company Overview

  • A Place for Mom is a for-profit senior care referral service providing information about senior housing and elder care providers. It was founded in 2000, and is headquartered in Seattle, Washington, USA, with a workforce of 501-1000 employees. Its website is http://www.aplaceformom.com.

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