Vice President, Home Care Customer Success

A Place for Mom•Dallas, TX

28d

About The Position

A Place for Mom’s Home Care business has an exciting opportunity for a senior leader to join its team as Vice President, Customer Success for our rapidly growing Home Care business. This role is responsible for scaling and optimizing our agency partner relationships as we expand demand among families and caregivers seeking in-home care solutions. Reporting directly to the General Manager of Home Care, this leader will own the end-to-end performance of customer-facing post-acquisition functions, with a mandate to drive retention, expansion, and operational excellence. Success in this role requires a balance of strategic thinking and hands-on execution—strengthening core business performance while testing and implementing innovative, data-driven approaches in a fast-paced environment.

Requirements

Bachelor’s degree from an accredited institution
10+ years of leadership experience in account management, customer success, or related commercial functions
Proven ability to lead teams to consistently achieve and exceed growth and retention targets
Strong strategic, analytical, and problem-solving capabilities with a data-driven mindset
Demonstrated success building and leading high-performing, scalable teams
Experience managing complex customer ecosystems and driving retention and expansion across multiple customer segments
Ability to develop and execute clear action plans in environments with significant cross-functional dependencies
Track record of leading change, innovation, and process transformation in fast-paced, high-growth organizations
Excellent executive-level communication and presentation skills
Outcome-oriented leader with experience forming hypotheses, running pilots, and scaling successful initiatives

Responsibilities

Own retention, satisfaction, and expansion of Home Care agency partners across independent, corporate, and franchise relationships
Develop and execute strategies to deepen partnerships and expand share of wallet with existing agencies
Partner with Home Care Sales to ensure strong agency acquisition handoff and closed-loop feedback between acquisition and post-sale teams
Partner with Home Care Operations on the right on-boarding strategy for new agency customers, associated KPIs, reporting and customer support needs to ensure new customers are set up for success
Establish performance targets, operating metrics, and accountability frameworks to drive growth and productivity across teams
Lead forecasting, planning, and budgeting in partnership with Finance and HR
Design and oversee compensation structures aligned to retention, expansion, and performance outcomes
Build, develop, and retain high-performing teams through hiring, training, coaching, and succession planning
Drive cross-functional initiatives to implement new systems, processes, programs, and pilot tests to improve agency experience and operational efficiency
Partner with Product, Technology, and Development teams to advance customer success tools and capabilities
Collaborate with Sales Training to shape training content and execution for customer-facing teams and people leaders
Represent A Place for Mom at industry and account conferences; build senior-level relationships across franchise and enterprise partners