• 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 and implement streamlined processes and standard operating procedures (SOPs) to enhance team efficiency and consistency. • Drafting and editing presentations and webinars to communicate key initiatives, updates, and insights to internal and external stakeholders. • 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 division. • Analyze 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.