Home Care Customer Success Manager - job 1 of 2

The Home Care Customer Success Manager (Home Care CSM) will be responsible for the success and retention of their individual portfolio of home care customers. The Home Care Customer Success Manager will build deep relationships with a portfolio of home care agencies by onboarding, providing ongoing support, and driving conversion of A Place for Mom’s referrals for each agency. This role is critical to help our customers generate the highest return on their investment with A Place for Mom, expand our relationship with each customer, and increase retention.

To help achieve this, the Home Care CSM tracks and analyzes results for their account portfolio and communicates those results out to their accounts – offering insights into and suggestions for increasing activations and driving revenue. The Home Care CSM will be evaluated by the performance of their individual portfolio of accounts on a quarterly basis.

Who you are:

The ideal candidate is both a sales person and an account manager who is highly competitive, results oriented and dedicated to working with our customer organizations to grow revenue. You are an excellent communicator – both verbal and written – and have tremendous analytical and follow up skills.

The Home Care CSM works closely as a single supportive team with teams across A Place for Mom, including the Home Care Acquisitions, Data & Analytics, Care Advisors, and the rest of the Home Care Support Team, to achieve their goals by nurturing customer relationships and improving customer retention and performance. This position reports to the Manager of Home Care Customer Support.

What you will do:

• Deliver growth for your designated portfolio of home care customers by driving conversion of referrals.

• Build and nurture relationships with home care customers’ in-market resulting in increased customer retention and satisfaction.

• Drive a quick ramp-up of new home care customers and accelerate their effectiveness in being able to convert A Place for Mom referrals to care.

• Implement proven strategies to drive client activations and improve the conversion rate of A Place for Mom referrals.

• Increase revenue by increasing monthly referral volume and upselling additional products.

• Conduct regular review of referrals and results via call or video conference. Educate home care customers on our value, process and best practices.

• Promote the adoption and consistent use of the Home Care Partner Portal (a free, 24/7 online reporting and lead tracking service).

• Resolve invoice disputes fairly and equitably and communicate those results to customers in a supportive and positive manner.

• Communicate with the home care sales team regularly regarding challenges, incentives and changes within the market.

• Assist with maintaining the database of all home care agencies and take actions to ensure that the data is complete and accurate.

• Other duties as assigned.

Qualifications:

• Bachelor’s degree preferred

• 3-5+ years of sales/account management experience.

• Demonstrated experience in the senior care industry or other relevant experience and willingness to learn.

• A strong track record of supporting and servicing a broad portfolio of indirect channel partners in a wide geographic area.

• Proven problem-solving abilities.

• Ability to deliver results while working in a highly independent and fast-paced environment.

• Experience working in a metrics driven environment.

• Excellent communication and presentation skills.

• Excellent customer service, coaching and training skills.

• Demonstrated ability to use tact and initiative and exercise sound discretion and make sound independent decisions, within general policy, procedural and legal guidelines.

• Ability to independently organize own work, set priorities, and meet critical time deadlines.

• Strong computer skills necessary, including Word, Excel and PowerPoint.

• Willingness to travel and attend various conferences (about 10% of the time) as needed.

Key Performance Indicators include but are not limited to:

• Client activations / revenue growth

• Home care customer attrition / retention

• Assigned portfolio level conversion

Compensation:

• The base is $50,000.

• The on target earnings is $70,000

• Full benefits for full time employees which includes health, life, dental, vision, 401(k) + company match, paid time off, etc.

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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.