Customer Success Manager

Summary

Join A Place for Mom as a Home Care Customer Success Manager (Home Care CSM) and drive the success and retention of your portfolio of home care customers. Build strong relationships with home care agencies, onboard them, provide ongoing support, and drive conversion of referrals. Analyze results, communicate effectively, and offer insights to increase activations and revenue. Collaborate with various teams across the company to achieve goals and improve customer retention. This role requires a strong sales and account management background, excellent communication skills, and proven problem-solving abilities. The position offers a competitive base salary plus on-target earnings, full benefits, and the flexibility of a fully remote role.

Requirements

• Bachelor’s degree preferred
• 3-5+ years of sales/account management experience
• Demonstrated experience in the senior care industry or other relevant experience and willingness to learn
• A strong track record of supporting and servicing a broad portfolio of indirect channel partners in a wide geographic area
• Proven problem-solving abilities
• Ability to deliver results while working in a highly independent and fast-paced environment
• Experience working in a metrics driven environment
• Excellent communication and presentation skills
• Excellent customer service, coaching and training skills
• Demonstrated ability to use tact and initiative and exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines
• Ability to independently organize own work, set priorities, and meet critical time deadlines
• Strong computer skills necessary, including Word, Excel and PowerPoint
• Willingness to travel and attend various conferences (about 10% of the time) as needed
• Client activations / revenue growth
• Home care customer attrition / retention
• Assigned portfolio level conversion

Responsibilities

• Deliver growth for your designated portfolio of home care customers by driving conversion of referrals
• Build and nurture relationships with home care customers’ in-market resulting in increased customer retention and satisfaction
• Drive a quick ramp-up of new home care customers and accelerate their effectiveness in being able to convert A Place for Mom referrals to care
• Implement proven strategies to drive client activations and improve the conversion rate of A Place for Mom referrals
• Increase revenue by increasing monthly referral volume and upselling additional products
• Conduct regular review of referrals and results via call or video conference. Educate home care customers on our value, process and best practices
• Promote the adoption and consistent use of the Home Care Partner Portal (a free, 24/7 online reporting and lead tracking service)
• Resolve invoice disputes fairly and equitably and communicate those results to customers in a supportive and positive manner
• Communicate with the home care sales team regularly regarding challenges, incentives and changes within the market
• Assist with maintaining the database of all home care agencies and take actions to ensure that the data is complete and accurate
• Other duties as assigned

Benefits

• The base is $50,000
• The on target earnings is $70,000
• Full benefits for full time employees which includes health, life, dental, vision, 401(k) + company match, paid time off, etc
• *This is a fully remote role that can be located anywhere within the continental United States