A Place for Mom

Manager, Home Care Customer Success

A Place for Mom

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $55,000 - $79,000 per year

About the role

  • 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.

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.
Benefits
  • 401(k) plus match
  • Dental Insurance
  • Health Insurance
  • Vision Insurance
  • Paid Time Off
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
team managementcustomer satisfaction strategiesdata analysisreportingprocess implementationstandard operating proceduresproject managementKPI trackingcoachingtraining
Soft Skills
leadershipmotivationcommunicationinterpersonal skillsrelationship buildingfeedback provisionindependenceprioritizationorganizational skillscollaboration