Vice President, Home Care Customer Success

Job Description:

A Place for Mom’s Home Care business has an exciting opportunity for a senior leader to join its team as Vice President, Customer Success for our rapidly growing Home Care business. This 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, this leader will own the end-to-end performance of customer-facing post-acquisition functions, with a mandate to drive retention, expansion, and operational excellence. Success in this role requires a balance of strategic thinking and hands-on execution—strengthening core business performance while testing and implementing innovative, data-driven approaches in a fast-paced environment.

Key Responsibilities

• 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

Qualifications

• 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

Compensation:

• Base Salary Range: $140,000 - $190,000

• Variable Bonus Range: $140,000 - $160,000

• Benefits:

• 401(k) plus match

• Dental insurance

• Health insurance

• Vision Insurance

• Paid Time Off

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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.