Customer Success Manager

About A Place for Mom

We’re the leading online platform connecting families searching for senior care with a team of experienced local advisors providing insight-driven, personalized solutions. As the nation’s most trusted senior advisory service, we are a mission-based organization that enables caregivers to make the best senior living decisions for their loved ones. With hundreds of senior living experts nationwide, A Place for Mom helps hundreds of thousands of families each year simplify the process of finding the right senior care solution across home care, independent living, memory care, assisted living, and more. Our services are offered at no cost to families as we’re paid by the 14K communities and 3K providers in our network.

Recently awarded one of the 2022 Best Places to work in NY and Best HR teams by comparably, the leading workplace culture and brand reputation platform, A Place for Mom is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion.

Employees who thrive at A Place for Mom live our values every day:

• Focus on excellence
• Act with integrity and assume positive intent
• Drive outcomes every day with passion and a sense of mission
• Make the lives of our families and customers better, easier and more successful
• Realize the full potential in each team member - work as a single supportive team

The Customer Success Manager will be responsible for the growth and success of a network of community customers for A Place for Mom within a designated region / market area. Customer communities include a variety of senior living providers, such as assisted living, memory care, independent living and retirement communities.

Who you are:

The Customer Success Manager must be adept at measuring and reporting these specific results to the communities, diagnosing issues, identifying opportunities for improvement, and coaching on best practices at all levels to achieve success. Ensuring we have good relationships at both the sales and executive levels at these communities is a must.

The CSM works closely as a single supportive team with their regional APFM counterparts including Customer Acquisition Manager, Regional Sales Managers and Regional Director, to achieve the market specific revenue goals by driving maximum network penetration, community retention and performance. This position reports to the Supervisor, Community Customers.

What you will do:

• Builds and nurtures relationships with community customers in market and fosters
• Drives a quick ramp-up of new community customers and accelerates their effectiveness in being able to convert APFM leads to move-ins.
• Educates community customers on our value, process and best practices
• Participates in Community Customer company meetings when invited and appropriate.
• Promotes the adoption and consistent use of Community Central (a free, 24/7 online reporting and lead tracking service).
• Ensures retention of current APFM community customers in market.
• Communicates with the regional sales team regularly regarding challenges, incentives and changes with in the market.
• Assists with maintaining the database of all multi-property senior living companies and takes actions to ensure that the data for their entire portfolio of communities are complete and accurate on the A Place for Mom Referral serv Follows acquisitions within the industry and ensures that any “transition properties” remain customers of A Place for Mom.
• Other tasks as assigned.

• 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 required.
• Experience demonstrating the ability to exercise independent judgment and discretion with respect to matters of significance required.
• Excellent communication and presentation skills.
• Excellent customer service, coaching and training skills.
• 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 deadline.
• Strong computer skills necessary, including Word, Excel and PowerPoint.
• Maintain accurate records and files of work performed.
• Must have reliable transportation to visit partner communities from time to time.
• If you are hired to work as a Customer Success Manager you will be required to provide proof that you have received the COVID-19 vaccine within 45 days of your start date.

Education Requirements

Bachelor’s Degree preferred

Key Performance Indicators include but are not limited to

• Territory move ins / revenue growth
• Community customer attrition / retention
• Territory level conversion

This job will involve working in the home office and travel in the local market 90% and travel outside of the local market 10%.

Compensation:

• Base Salary - $67,500
• On Target Earning - $90,000
• Accelerated Quarterly Bonuses (up to 220% of on target bonus)

Benefits:

• 401(k) plus match
• Dental insurance
• Health insurance
• Vision Insurance
• Paid Time Off
• Pet Insurance

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