Customer Success Manager
Momos
Customer Success Lead
Abby Care
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Lead the Family Care Journey. Take full ownership of the family care experience—from initial onboarding through ongoing engagement. You’ll set clear expectations, build trust, and collaborate closely with our clinical team to ensure every family feels confident and supported throughout their care journey.
- Empower and Uplift Families. Be a steady, compassionate guide for caregivers navigating the complexities of home-based care. You’ll serve as their strongest advocate—celebrating milestones, offering encouragement, and providing reassurance during challenging moments. Your empathy and reliability will leave a lasting impact.
- Be a Trusted Coach and Partner. Support families through onboarding, training, and Medicaid certification. You’ll help collect required documentation, simplify program navigation, and clearly communicate each step of the compliance process to ensure nothing falls through the cracks.
- Provide Consistent Support and Accountability. Maintain regular contact with caregivers through proactive check-ins, timely reminders, and thoughtful problem-solving. You’ll help families overcome common barriers—whether it’s paperwork delays, compliance questions, or program misunderstandings—with clarity and care.
- Foster Community and Connection. Create meaningful opportunities for caregivers to connect and thrive. From peer support groups to caregiver events, you’ll lead initiatives that reduce isolation and strengthen the sense of community within our network.
- Keep the Details Aligned. Ensure accurate documentation and seamless communication across internal systems. You’ll play a key role in coordinating efforts between families, clinical teams, and support staff—keeping everyone informed and aligned.
Requirements
- Must be fluent in English
- Must be a graduate of at least an Associate or Bachelor’s degree
- Proficiency in Salesforce is required.
- Technically proficient and able to navigate CRMs, spreadsheets, and internal systems with ease.
- 3+ years of experience in customer support or other customer-facing roles such as Client Onboarding, Intake Coordinator/Scheduling, Customer Success, or similar positions where communication and care are key.
- Proven ability to communicate with empathy and clarity, especially in emotionally sensitive or high-stress situations, across phone, email, and SMS.
- Comfortable managing high volumes of inbound and outbound communication in a fast-paced, mission-driven environment.
- Strong organizational skills with a sharp attention to detail when handling documentation, deadlines, and follow-ups.
- Experience supporting families or individuals through program onboarding, credentialing, or Medicaid/state healthcare processes is a plus.
- Compassionate, resourceful, and resilient—you’re the kind of person who shows up when others need support the most.
- A proactive team player who thrives in collaborative, people-centered environments and is passionate about making a meaningful difference.
Benefits
- Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus.
- Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US holidays.
- Team bonding. We love bringing our teams together. As a full-time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat.
- Set Up for Success. We provide a company-issued laptop to support you in your role.
- Growth Opportunities. Build your leadership skills while working with teams in various markets across the US.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SalesforceCRM navigationspreadsheetscustomer supportclient onboardingintake coordinationcustomer successdocumentation handlingMedicaid certificationprogram onboarding
Soft skills
empathycommunicationorganizational skillsattention to detailproblem-solvingcompassionresourcefulnessresilienceteam playercollaboration
Certifications
Associate degreeBachelor's degree
