Manager, Home Care Customer Success

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

Requirements:

• 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