Customer Success Manager Home Care (Remote)

We are a premier online platform focused on linking families with reliable senior care solutions through a comprehensive network of knowledgeable local advisors. Our mission centers on empowering caregivers to make well-informed choices for their loved ones, streamlining the search for appropriate senior living alternatives, including home care, independent living, memory care, and assisted living. Our services are offered at no cost to families, as we receive compensation from the vast network of senior living communities and care providers with whom we partner.

Recognized As One Of The Best Employers In The Industry, We Are Dedicated To Nurturing a Culture That Emphasizes Diversity, Equity, And Inclusion. Our Team Exemplifies Our Core Values

• Dedication to excellence
• Integrity and positive intent in all interactions
• Passionate, mission-driven outcomes
• Enhancing the lives of families and clients
• Collaboration as a cohesive and supportive team

Job Title: Home Care Customer Success Manager

Position Overview

In the capacity of a Home Care Customer Success Manager (CSM), you will be instrumental in ensuring the success and loyalty of our home care customer portfolio. This role requires you to cultivate enduring relationships with home care agencies by delivering personalized onboarding, ongoing assistance, and facilitating the conversion of referrals. Your contributions will be pivotal in enabling our customers to realize the maximum value of their investments while simultaneously expanding our partnerships and enhancing customer retention.

Key Responsibilities

• Drive growth within your portfolio of home care customers by promoting referral conversions.
• Establish and sustain robust relationships with home care customers, emphasizing satisfaction and retention.
• Streamline the onboarding process for new home care customers, enabling effective referral conversions.
• Execute successful strategies to amplify client activations and improve referral conversion rates.
• Increase revenue through enhanced referral volume and upselling supplementary products.
• Conduct regular performance evaluations with clients through calls or video conferences, educating them on our services and recommended practices.
• Advocate for the consistent utilization of our Home Care Partner Portal, a 24⁄7 online reporting and lead tracking tool.
• Address and resolve any invoice disputes equitably and supportively.
• Maintain open communication with the home care sales team regarding market challenges and incentives.
• Assist in preserving an accurate database of home care agencies.
• Perform other related duties as assigned.

Who You Are

The ideal candidate merges sales and account management expertise with a results-oriented mindset. You thrive in competitive settings, possess exceptional written and verbal communication skills, and demonstrate strong analytical and follow-up capabilities. You enjoy collaborating with cross-functional teams to nurture customer relationships and improve retention and performance.

Qualifications

• 3-5+ years of experience in sales or account management.
• Relevant experience in the senior care sector is preferred, along with a desire to learn.
• Proven ability to support and manage a diverse portfolio of partners across various regions.
• Strong problem-solving skills and a results-driven approach.
• Ability to excel in a fast-paced, independent work environment.
• Experience in metrics-driven environments.
• Excellent communication and presentation abilities.
• Exceptional customer service, coaching, and training skills.
• Demonstrated discretion and sound judgment in decision-making.
• Strong organizational skills with the ability to prioritize tasks and meet deadlines.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Willingness to travel for conferences and events as required.

Education Requirements

• Bachelor’s degree preferred.

Performance Indicators

Your success will be measured through various key performance indicators, including:

• Client activations and revenue growth
• Customer retention and attrition rates
• Conversion rates within your assigned portfolio

Additional Information

• This position is fully remote and can be based anywhere in the continental United States.
• Compensation includes a base salary of (50,000, with on-target earnings of )70,000, alongside full benefits for full-time employees, including health, dental, vision, 401(k) with company match, and paid time off.

Confidentiality Notice

All applicant information will be kept confidential in accordance with EEO guidelines.

Employment Type: Full-Time