A Place for Mom is seeking a Vice President, Home Care Customer Success to join our rapidly growing Home Care business. This senior leadership role is responsible for scaling and optimizing our agency partner relationships as we expand demand among families and caregivers seeking in-home care solutions. Reporting directly to the General Manager of Home Care, you will own the end-to-end performance of customer-facing post-acquisition functions, with a mandate to drive retention, expansion, and operational excellence.
What You'll Do
- Own retention, satisfaction, and expansion of Home Care agency partners across independent, corporate, and franchise relationships.
- Develop and execute strategies to deepen partnerships and expand share of wallet with existing agencies.
- Partner with Home Care Sales to ensure strong agency acquisition handoff and closed-loop feedback between acquisition and post-sale teams.
- Partner with Home Care Operations on the right on-boarding strategy for new agency customers, associated KPIs, reporting and customer support needs to ensure new customers are set up for success.
- Establish performance targets, operating metrics, and accountability frameworks to drive growth and productivity across teams.
- Lead forecasting, planning, and budgeting in partnership with Finance and HR.
- Design and oversee compensation structures aligned to retention, expansion, and performance outcomes.
- Build, develop, and retain high-performing teams through hiring, training, coaching, and succession planning.
- Drive cross-functional initiatives to implement new systems, processes, programs, and pilot tests to improve agency experience and operational efficiency.
- Partner with Product, Technology, and Development teams to advance customer success tools and capabilities.
- Collaborate with Sales Training to shape training content and execution for customer-facing teams and people leaders.
- Represent A Place for Mom at industry and account conferences; build senior-level relationships across franchise and enterprise partners.
What We're Looking For
- Bachelor’s degree from an accredited institution.
- 10+ years of leadership experience in account management, customer success, or related commercial functions.
- Proven ability to lead teams to consistently achieve and exceed growth and retention targets.
- Strong strategic, analytical, and problem-solving capabilities with a data-driven mindset.
- Demonstrated success building and leading high-performing, scalable teams.
- Experience managing complex customer ecosystems and driving retention and expansion across multiple customer segments.
- Ability to develop and execute clear action plans in environments with significant cross-functional dependencies.
- Track record of leading change, innovation, and process transformation in fast-paced, high-growth organizations.
- Excellent executive-level communication and presentation skills.
- Outcome-oriented leader with experience forming hypotheses, running pilots, and scaling successful initiatives.
Team & Environment
This role reports directly to the General Manager of Home Care.
Benefits & Compensation
- Salary range: $140,000 - $190,000
- 401(k) plus match
- Dental insurance
- Health insurance
- Vision Insurance
- Paid Time Off
All your information will be kept confidential according to EEO guidelines.
