Manager, Customer Success, Home Care Division

Lead and grow a team of Customer Success Managers to achieve targets for retention and engagement for home care agencies.Implement processes that drive high levels of adoption across our network with new programs and product offerings.Build and maintain strong relationships with agency partners, serving as their main point of contact.Develop, test, and implement strategies to increase customer satisfaction, including regular check-ins, surveys, training, and feedback sessions.Collaborate with internal teams, including Sales, Marketing, Product, and Operations, to ensure a seamless customer experience and channel customer feedback to the broader divisionAnalyze data and develop reports to track progress and identify areas for improvement by creating daily metric based scorecards to increase the team’s visibility into their own KPI achievement.Provide coaching and training to Customer Success Managers to ensure they have the necessary skills and knowledge to effectively manage their portfolio.