Job Overview
Location
Indiana, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 27, 2026
Full Job Description
đź“‹ Description
- • As a Home Care Customer Success Manager (CSM) at A Place for Mom, you will be the pivotal force behind the success, satisfaction, and retention of a dedicated portfolio of home care agency partners. This role is designed for a driven individual who thrives on building robust relationships, fostering growth, and ensuring our partners maximize their return on investment with our platform. You will be instrumental in transforming A Place for Mom's referrals into tangible care placements, directly impacting both our partners' revenue and our company's continued success.
- • Your primary responsibility will be to cultivate deep, collaborative relationships with a diverse range of home care agencies. This involves expertly onboarding new partners, providing continuous, proactive support, and strategically driving the conversion of A Place for Mom's high-quality referrals into successful client acquisitions for the agencies. By doing so, you will not only enhance the agencies' business but also solidify their commitment to A Place for Mom, thereby increasing overall customer retention and expanding our valuable partnerships.
- • A critical component of your role will be the meticulous tracking and analysis of performance data for your assigned portfolio. You will delve into referral conversion rates, activation metrics, and revenue generation trends. Armed with these insights, you will proactively communicate findings to your clients, offering data-driven recommendations and strategic guidance to optimize their performance, increase referral activations, and ultimately drive significant revenue growth.
- • This position demands a unique blend of sales acumen and account management expertise. You will be a highly competitive, results-oriented professional, passionately dedicated to partnering with our home care organizations to achieve and exceed their revenue goals. Your exceptional communication skills, both written and verbal, coupled with your strong analytical capabilities and diligent follow-up, will be key to your success.
- • You will operate as an integral part of a cohesive, supportive team, collaborating closely with various departments within A Place for Mom. This includes the Home Care Acquisitions team, Data & Analytics, Care Advisors, and your fellow Home Care Support Team members. Your ability to work cross-functionally and nurture these internal relationships will be crucial in achieving your goals, enhancing customer retention, and improving overall partner performance.
- • A significant part of your role will involve driving a rapid ramp-up period for newly onboarded home care customers. You will implement proven strategies and best practices to accelerate their effectiveness in converting A Place for Mom referrals into booked care services, ensuring they quickly realize the value of our partnership.
- • You will be tasked with increasing revenue not only by boosting monthly referral volume but also by identifying and promoting upsell opportunities for additional A Place for Mom products and services, further deepening the value proposition for our partners.
- • Regular performance reviews will be a cornerstone of your engagement with clients. Through scheduled calls or video conferences, you will conduct thorough reviews of referral data and outcomes. This is an opportunity to educate your home care customers on the immense value A Place for Mom provides, our streamlined processes, and industry best practices that lead to higher conversion rates.
- • You will champion the adoption and consistent utilization of the Home Care Partner Portal, a powerful, free, 24/7 online resource for reporting and lead tracking. Encouraging its use will empower your clients with real-time data and enhance their engagement with our platform.
- • In instances of invoice disputes, you will handle these sensitive matters with fairness, equity, and a supportive, positive demeanor, ensuring resolutions that maintain strong client relationships.
- • Close communication with the home care sales team is essential. You will regularly share insights regarding market challenges, effective incentives, and any changes within the home care landscape, contributing to a unified market strategy.
- • You will play a role in maintaining the accuracy and completeness of our database of home care agencies, taking proactive steps to ensure data integrity.
- • This role offers a unique opportunity to make a tangible impact on the lives of seniors and their families by ensuring our home care partners are well-supported and successful in providing essential care services. Your dedication to customer success directly contributes to A Place for Mom's mission of simplifying the senior care search and improving the quality of life for aging individuals.
- • You will be evaluated on the performance of your individual portfolio of accounts on a quarterly basis, with key performance indicators including client activations, revenue growth, customer attrition/retention, and portfolio-level conversion rates.
🎯 Requirements
- • Bachelor’s degree preferred.
- • 3-5+ years of proven experience in sales, account management, or a customer success role, with a strong track record of managing a portfolio of clients.
- • Demonstrated experience within the senior care industry or a related field, with a strong willingness and aptitude to quickly learn the nuances of the senior care market.
- • Proven ability to deliver exceptional results in a highly independent, fast-paced, and metrics-driven environment.
- • Excellent verbal and written communication, presentation, and interpersonal skills, with the ability to build rapport and influence stakeholders at various levels.
🏖️ Benefits
- • Competitive compensation package including a base salary of $50,000 and on-target earnings of $70,000.
- • Comprehensive benefits package for full-time employees, including health, life, dental, and vision insurance.
- • Generous paid time off (PTO) to support work-life balance.
- • 401(k) retirement savings plan with a company match, helping you plan for your future.
- • Opportunity to work remotely, offering flexibility and a better work-life integration.
Skills & Technologies
REST
Remote
Degree Required
About A Place for Mom, Inc.
A Place for Mom is a senior-living referral service that helps families find assisted living, memory care, independent living, and in-home care options across the United States and Canada. The company provides personalized guidance from local advisors, conducts facility background checks, and offers cost and availability information. Revenue is generated through referral fees paid by participating communities when placements are made. Founded in 2000, it is headquartered in Seattle and partners with thousands of senior-living providers nationwide.
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