Manager, Home Care Customer Success

A Place for Mom

16d•$55,000 - $79,000•Remote

About The Position

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. We are experiencing tremendous growth and homecare is a core priority for A Place for Mom. This role will have a huge impact on the ongoing management of our brand across some of our most valuable customers. They will be responsible for reinforcing A Place for Mom's brand, mission, and value proposition for our customers through support focused on helping agency owners grow their business by engaging with our programs. The ideal candidate will have a deep understanding of how to deliver growth through high levels of service and driving upsell opportunities, with a proven track record of success in managing a customer success team.

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.