Manager, Home Care Customer Success

Job 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. 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.

What You Will Do

• 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.

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.

Compensation
Additional Information

• 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

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About A Place for Mom

A Place for Mom is the leading platform guiding families through every stage of the aging journey. Together, we simplify the senior care search with free, personalized support — connecting caregivers and their loved ones to vetted providers from our network of 15,000+ senior living communities and home care agencies.

Since 2000, our teams have helped millions of families find care that fits their needs. Behind every referral and resource is a shared goal: to help families focus on what matters most — their love for each other.

We’re proud to be a mission-driven company where every role contributes to improving lives. Caring isn’t just a core value — it’s who we are. Whether you’re supporting families directly or driving innovation behind the scenes, your work at A Place for Mom makes a real difference.

Our employees live the company values every day:

• Mission Over Me: We find purpose in helping caregivers and their senior loved ones while approaching our work with empathy.

• Do Hard Things: We are energized by solving challenging problems and see it as an opportunity to grow.

• Drive Outcomes as a Team: We each own the outcome but can only achieve it as a team.

• Win The Right Way: We see organizational integrity as the foundation for how we operate.

• Embrace Change: We innovate and constantly evolve.

Additional Information:

A Place for Mom has recently become aware of the fraudulent use of our name on job postings and via recruiting emails that are illegitimate and not in any way associated with us. APFM will never ask you to provide sensitive personal information as part of the recruiting process, such as your social security number; send you any unsolicited job offers or employment contracts; require any fees, payments, or access to financial accounts; and/or extend an offer without conducting an interview.

If you suspect you are being scammed or have been scammed online, you may report the crime to the Federal Bureau of Investigation and obtain more information regarding online scams at the Federal Trade Commission.

All your information will be kept confidential according to EEO guidelines.

A Place for Mom uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.