Customer Success Manager Jobs in Springfield, MA

For nearly 20 years, TheKey has helped clients achieve successful long-term aging at home with comprehensive, concierge-based care. Ensuring the dignity, safety, and independence of its clients, TheKey is committed to changing how the world lives and ages at home. Employee-teams get the training, resources, and support they need to deliver an exceptional care experience for clients and their families. Founded in Silicon Valley, TheKey has grown from a single location to service coverage throughout North America enabling clients to live life on their own terms, in their own homes.

Who We Are

TheKey is led by a team that reflects a wide range of industry experience in home care, senior care, and healthcare, along with deep expertise in technology, operations, transformation, and customer experience. This includes guidance from our Scientific Advisory Board, made up of nine experts in brain health, aging, and geriatrics, alongside the day-to-day expertise of our clinical and care teams who bring this work to life in the home. But what unites everyone at TheKey, from our leadership team to our caregivers, is a shared passion for reimagining what aging at home can look like. We're driven by a common mission: helping more older adults get the services and tools they need to age well, where and how they want.

The Role

The Client Success Manager oversees a group of clients with varying needs and hours. This role is responsible for partnering with clients, families, and medical professionals to design tailored service plans. You will also be responsible for the selection, guidance, and supervision of the Caregiver teams assigned to implement these plans, making adjustments as needed to maintain high levels of client satisfaction and retention. This role is an integral part of the site's performance and success.

The Ideal Candidate

The ideal candidate would be someone who has a scheduling, care coordination, or Client Management background. We are looking for an individual with experience in health care, elder care, social work, or a related industry. Because our client's needs can shift often, we desire someone who has the foresight to resolve potential problems before they arise and can proactively identify areas of interest prior to initial meetings. Must have exceptional communication skills, a high level of emotional intelligence, and the ability to thrive in a fast-paced environment where managing complex family dynamics is required. Candidates are expected to leverage AI tools strategically and responsibly to enhance efficiency, improve client outcomes, and support data-informed decision-making. We value individuals who can identify where technology adds meaningful value while maintaining the human-centered approach that is at the heart of everything we do at TheKey. And lastly, we seek someone who finds fulfillment in making a meaningful, daily impact on the lives of others, ensuring the dignity and independence of seniors through a holistic, person-centered approach.

Client Success Manager Duties and Responsibilities:

• Oversee day-to-day client relationships and the delivery of high-quality, holistic care tailored to individual needs.

• Conduct assessments with prospective clients to design service plans and build rapport with families.

• Manage and supervise caregiver teams, ensuring care plans are documented, updated, and effectively implemented.

• Proactively communicate with internal and external stakeholders to evaluate solutions and ensure client satisfaction.

• Handle escalations, ensure regulatory compliance, and identify opportunities to grow the business through quality service.

• Manage the Start of Care process to ensure high-quality experiences and complete satisfaction for new clients.

• Conduct in-person re-assessments and quality assurance visits to evaluate home safety, daily routines, and evolving client needs.

Required Skills, Education, and Certifications:

Bachelor's Degree in Human or Health Services or a related profession from an accredited university preferred, or equivalent work experience

3 years experience in health care, elder care, social work, or related industry preferred

Excellent customer service and conflict resolution skills

Computer proficiency and EMR experience

Current driver's license and proof of insurance

Physical Requirements:

• Requires the ability to travel locally up to 75% of the time, lift and carry up to 20 pounds, stand or walk for prolonged periods, and use standard office equipment.

Salary - Competitive Base, plus Incentive Plan based on performance

Benefits for full time employees

• Medical/Dental/Vision Insurance
• TouchCare VirtualCare
• Life Insurance
• Health Savings Account
• Flexible Spending Account
• 401(k) Matching
• Employee Assistance Program
• PTO Plan for Non-Exempt Employees
• Flexible PTO Plan for Exempt Employees
• Holidays and Floating Holidays
• Pet Insurance
  

TheKey is an equal opportunity employer.TheKey prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, age, national origin, disability status, protected veteran status, or any other characteristic protected by law.

California Residents Only:

In accordance with Article 2 of the California Health and Safety Code -California Community Care Facilities Act, TheKey requires timely and accurate positive fingerprint identification of California based applicants as a condition of employment. If an applicant has been convicted of anon-exemptiblecrime, and in compliance with all applicable state and local laws, their conditional offer will be rescinded.

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