Customer Success Manager

CareAcademy - Boston, MA - Full time

CareAcademy - Boston, MA - Full time

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ABOUT US

By 2050, there will be 80 million Americans aged 65 years or older. CareAcademy is a mission-driven company preparing the next generation of caregivers to provide excellent care for these older adults. We create and provide online training classes for caregivers, provide 24/7 support, and work with home care agencies to professionalize their caregivers, get them certified, and help them provide exceptional care for our older loved ones.

We are a venture-backed company and Boston Techstars 2017 Alumni.

WHO YOU ARE

A data-driven, creative community builder that is hungry to provide customer happiness and success. You look forward to spreading our mission and building our business on strong relationships with every single customer and caregiver that uses our products.

The Customer Success Manager is curious to learn and test the best means to engage our customers, and explore the opportunities to surprise and delight. You look to data to measure how effective processes are for our customers and caregivers, value feedback, and look for any opportunity to provide the BEST customer service experience in the industry!

WHAT IS A CAREGIVER?

A person who provides professional direct care for someone who is sick, disabled or lives with an impairment with his or her daily activities. Think of the ideal person you would want taking care of your parents, grandparents, or elderly relatives.

OUR CORE CUSTOMERS

● Home care agencies 

● Home care franchisors 

● In-home caregivers

KEY JOB COMPONENTS

● Come up with systems to manage and support 10x customer growth YoY 

● Manage transition of current customers to new pricing 

● Manage our team of remote customer service representatives (CSRs) 

● Determine hiring process and staging as we scale 

● Manage & build customer relationships 

● Inform our Product, Sales & Business Development teams 

● Develop user guides, process and support documentation 

● Create excellent customer and caregiver community relationships and experience

KEY JOB RESPONSIBILITIES

● Take the pulse of our customers and monitor their needs

● Help CSRs onboard, train and support new and old customers 

● Set the bar for customer service 

● Look to operationalize and scale our CSR/CRM process

● Create feedback loop from customers back to CTO and Sales Team 

● Develop and monitor customer quality metrics 

● Own the NPS for our caregivers and our agencies

TOOLS USED

● Zendesk 

● Hubspot 

● Salesforce 

● Mailchimp 

● Reply.io 

● Zapier

Thanks for checking us out! Please take the time to read below before applying. We look forward to your CV and brief cover letter at zach@careacademy.com. 

QUALIFICATIONS

● College graduate with 2-4 years work experience 

● Managed customers and support teams successfully 

● Ability to foster customer relationships over the phone 

● Optimized for efficiency, scalability and increased customer happiness 

● Always thinking of ways to build the community outside of ourselves 

● Proactively engaging and talking to customers and people 

● Some experience in early-stage startups

SKILLS:

Business Operations, Operations Management, Highly Organized, Customer Experience, Customer Relationship Management, Attention to Detail, Salesforce, ZenDesk, Customer success management

Compensation $50K – $70K & 0.01% – 0.5%

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

CareAcademy

We create and provide online training classes for caregivers, provide 24/7 support, and work with home care agencies to professionalize their caregivers, get them certified, and help them provide exceptional care for our older loved ones.

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