[Hiring] Vice President, Strategic Account Management @A Place for Mom

Role Description

The Vice President, Strategic Account Management is a strategic commercial leader responsible for strengthening and growing high-value partnerships across A Place for Mom’s (APFM) network of senior living communities, REITs, and other national or regional channels. As the primary executive-level relationship owner for key senior living partners, the VP will drive revenue growth, move-in conversion, and network retention while delivering exceptional value to APFM’s providers and the families we serve.

The VP will focus on three priorities:

• Strengthening the network through better provider performance, more complete community data, and strong retention.
• Aligning account management activities with the provider behaviors that best serve families.
• Raising provider Net Promoter Score (NPS) by increasing the value providers see in APFM.

The ideal candidate is a proven sales and account management leader with executive presence, strong analytical skills, and a track record of driving measurable results through high-performing teams. Senior living industry experience is strongly preferred.

This role reports to the General Manager, Senior Care Network and leads a team of approximately 10 account managers focused entirely on APFM’s existing senior living provider network.

What Success Looks Like

• Network strength: Strong retention of APFM’s provider network, so families continue to have quality choices in every market.
• Provider performance: Measurable improvement in provider performance on APFM referrals and in community data completeness.
• Provider value: A sustained increase in provider NPS, driven by consistent communication and clearly demonstrated value.
• Team capability: An account management team with clearly defined competencies, coaching rhythms, and incentives aligned to these outcomes.

Key Responsibilities

• Network Strength, Retention & Revenue:
  • Drive revenue growth and move-in conversion through account strategies for national and regional senior living providers, REITs, and channel partners.
  • Own retention of the existing provider network, identifying at-risk or underperforming communities early and intervening so families continue to have strong choices.
  • Own network health: monitor network size, coverage, and provider performance against family demand, and flag coverage gaps to the provider acquisition team.
• Provider Performance & Family Experience:
  • Align provider behaviors with APFM’s service model to deliver better outcomes for families.
  • Partner with senior living operators to improve their performance on APFM referrals, from the first family conversation through tour and move-in.
  • Drive more complete, accurate, and current community information across the network so APFM can match each family with the right options.
  • Build a provider performance scorecard and account planning process that gives account managers and providers a shared view of performance and measurable improvement goals.
• Provider Value & Executive Relationships:
  • Own provider NPS for the network: establish a consistent measurement cadence, diagnose what drives promoters and detractors, and lead the action plans that raise it.
  • Set and uphold a proactive communication standard for the account management team, including regular performance updates, timely responses, and clear advance notice of changes that affect providers.
  • Lead executive-level business reviews that demonstrate APFM’s value relative to each provider’s investment, connecting APFM referrals to move-ins, occupancy, and revenue.
  • Act as the voice of the provider within APFM, bringing feedback and insights to Product, Operations, Finance, and executive leadership, and reporting back to providers on what changed as a result.
  • Establish and maintain strong, influential relationships with senior living industry executives, serving as a trusted strategic partner and advisor.
  • Represent APFM at industry conferences and events to strengthen partnerships and elevate APFM’s market presence.
• Team Leadership & Collaboration:
  • Lead, coach, and develop a high-performing team of account managers to consistently exceed revenue, conversion, provider performance, provider NPS, and network retention objectives.
  • Define the core competencies, activities, and performance expectations for the account management role, and connect them directly to the provider behaviors and network outcomes the team is accountable for.
  • Manage team performance against a balanced scorecard of revenue, provider performance, network retention, and provider NPS, and partner with Finance and People teams to align incentives with those outcomes.
  • Partner with Product, Data Science, Operations, Marketing, and Sales to improve the provider experience and measure the impact of account management work on provider outcomes.
  • Champion new processes, tools, and structures that improve account management effectiveness at scale.
  • Perform other duties as assigned.

Qualifications

• Bachelor’s degree from an accredited institution.
• Minimum of 10 years of progressive experience in sales, strategic account management, or a combination of both, with a demonstrated track record of driving revenue growth, customer retention, and business performance.
• Minimum of 5 years of proven sales and/or account management leadership experience, including leading and developing teams, managing performance, and delivering results through others.
• Demonstrated experience managing complex, high-value customer relationships and engaging directly with C-suite, divisional, and regional executives.
• Proven ability to build executive-level partnerships, influence senior stakeholders, and serve as the primary strategic point of contact for key customers.
• Experience developing and executing account management or sales strategies that deliver measurable revenue, conversion, retention, and customer growth.
• Strong commercial acumen, strategic thinking, and analytical capabilities, with the ability to translate data and customer insights into actionable business strategies.
• Demonstrated experience managing teams through data: building scorecards, defining leading and lagging indicators, and connecting team activities to measurable partner outcomes.
• Experience improving a customer satisfaction or loyalty metric such as NPS, including rebuilding at-risk relationships through consistent communication and clearly demonstrated value.
• Exceptional executive communication, relationship-building, negotiation, and presentation skills.
• Ability to work collaboratively across functions, influence without direct authority, and align stakeholders around shared business objectives.
• Proven ability to navigate ambiguity, solve complex business challenges, and independently drive initiatives to successful outcomes.
• Experience implementing new processes, tools, and approaches to improve organizational effectiveness and drive scalable results.
• Proficiency in Microsoft Office Suite (including Excel and PowerPoint), Google Workspace, and CRM platforms.
• Ability and willingness to travel approximately 25% of the time for executive customer meetings, industry conferences, tradeshows, and company meetings.

Preferred Qualifications

• Direct experience within the senior living or senior care industry, with an understanding of senior living operators, national and regional ownership groups, industry economics, and customer decision-making dynamics.
• Established relationships with senior living industry executives and decision-makers.
• Experience leading account management teams responsible for large, complex, multi-location or enterprise-level customer portfolios.
• Previous experience in both direct sales and strategic account management, providing a well-rounded understanding of customer acquisition, relationship development, retention, and revenue expansion.
• Experience in a two-sided marketplace, referral, or lead-generation business, aligning partner performance with the end-customer experience.
• Familiarity with senior living sales and operating metrics, such as occupancy, inquiry-to-tour and tour-to-move-in conversion, and how operators evaluate referral sources.

Compensation

• Base Salary: $175,000 - $225,000
• Variable Bonus: $100,000

Benefits

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

Company Description

A Place for Mom is the leading platform guiding families through every stage of the aging journey. Together, we simplify the senior care search with free, personalized support — connecting caregivers and their loved ones to vetted providers from our network of 15,000+ senior living communities and home care agencies.

Since 2000, our teams have helped millions of families find care that fits their needs. Behind every referral and resource is a shared goal: to help families focus on what matters most — their love for each other.

We’re proud to be a mission-driven company where every role contributes to improving lives. Caring isn’t just a core value — it’s who we are. Whether you’re supporting families directly or driving innovation behind the scenes, your work at A Place for Mom makes a real difference.

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.
• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.
• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.
• Win The Right Way: We see organizational integrity as the foundation for how we operate.
• Embrace Change: We innovate and constantly evolve.