Manager, Home Care Customer Success

Summary

Join A Place for Mom as the Manager, Customer Success, Home Care Division and lead a team of Customer Success Managers to drive retention and engagement with home care agencies. This role is crucial for managing our brand with valuable customers, reinforcing our mission and value proposition. You will be responsible for helping agency owners grow their business through our programs, delivering growth via high-level service and upsell opportunities. The ideal candidate has a deep understanding of customer success and a proven track record of managing a team. This is a fully remote role located anywhere in the continental US.

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

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

Benefits

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