[Hiring] Manager, Customer Success, Home Care Division @A Place for Mom

Role Description

The Manager, Customer Success, Home Care Division will lead a team of Customer Success Managers to drive retention of and engagement with the home care agencies in our network. This role will have a huge impact on the ongoing management of our brand across some of our most valuable customers.

• 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.
• Draft and edit 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.

Qualifications

• 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.

Requirements

• On Target Earnings: $70,000-$94,000
• Base Salary: $55,000-$79,000
• Bonus: $15,000 variable

Benefits

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