Home Care Customer Success Manager

A Place for Mom; Charlotte (NC); Remote; USD 50,000 - 70,000; Full time

Job summary

An established industry player is seeking a Home Care Customer Success Manager to enhance customer relationships and drive revenue growth. In this fully remote role, you will be responsible for onboarding new clients, analyzing account performance, and implementing strategies to improve customer satisfaction and retention. This position offers an exciting opportunity to work with a dedicated team committed to making a difference in the lives of families seeking senior care solutions. If you are results-oriented and possess excellent communication skills, this role is perfect for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k)

Paid Time Off

Qualifications

• 3-5+ years of sales or account management experience required.
• Experience in senior care or related fields preferred.

Responsibilities

• Drive growth by increasing referral conversions and revenue.
• Build relationships with home care agencies to enhance satisfaction.

Skills

Sales Skills

Account Management

Communication Skills

Analytical Skills

Problem-Solving Skills

Education

Bachelor's Degree

Job description

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About A Place for Mom

A Place for Mom is the leading online resource connecting families searching for senior care with a team of expert advisors providing insight-driven, personalized solutions. As the nation’s largest senior care advisory service, A Place for Mom helps hundreds of thousands of families every year navigate the complexities of finding the right senior care solution for their loved ones across home care, independent living, memory care, assisted living, and more. Established in 2000 as a family business, A Place for Mom employees are deeply committed to the company mission to enable caregivers to make the best senior care decisions. The company fosters a culture of diversity, equity, and inclusion.

Job Description

The Home Care Customer Success Manager (Home Care CSM) will be responsible for the success and retention of their portfolio of home care customers. Responsibilities include onboarding, providing ongoing support, building relationships, tracking results, and driving revenue growth. The role involves analyzing account performance, communicating insights, and supporting customer engagement to maximize their investment with A Place for Mom.

Who You Are

The ideal candidate combines sales and account management skills, is results-oriented, and excellent at communication and analysis. You will work closely with various teams to nurture customer relationships, improve retention, and achieve targets. This role reports to the Manager of Home Care Customer Support.

What You Will Do

• Drive growth by increasing referral conversions and revenue.
• Build relationships with home care agencies to enhance satisfaction and retention.
• Accelerate onboarding and effectiveness of new customers.
• Implement strategies to improve activation and conversion rates.
• Upsell and increase referral volume.
• Review referral results and educate customers on best practices.
• Promote the use of the Home Care Partner Portal.
• Handle invoice disputes supportively and communicate outcomes.
• Coordinate with sales teams on market challenges and incentives.
• Maintain accurate agency database records.
• Other duties as assigned.

Qualifications

• Bachelor’s degree preferred.
• 3-5+ years of sales or account management experience.
• Experience in senior care or related fields preferred.
• Proven success managing broad, geographically dispersed portfolios.
• Strong problem-solving, communication, and computer skills.
• Ability to work independently in a fast-paced, metrics-driven environment.
• Willingness to travel about 10% for conferences.

Key Performance Indicators

• Client activation and revenue growth.
• Customer retention and attrition rates.
• Conversion rates within assigned portfolio.

Compensation

• Base salary: $50,000.
• On target earnings: $70,000.
• Full benefits including health, dental, vision, 401(k), paid time off, etc.

This is a fully remote position within the continental U.S. and involves E-Verify employment eligibility confirmation.