Customer Success Manager

InHome Therapy is searching for a Customer Success Manager (CSM) serving the Florida market. The position requires travel and requires candidates to live within the market they will serve, in this case West Palm Beach, FL and the greater surrounding area.

The Customer Success Manager (CSM) is responsible for maximizing referral and visit growth, ensuring customer satisfaction, and driving retention across assigned home health agency accounts. This role ensures a seamless experience for agencies after the initial contract handoff, focusing on delivering value, strengthening relationships, and aligning services with agency needs.

Essential Responsibilities:

• Customer Growth & Retention

• Own visit and referral growth within assigned agencies.

• Ensure compliance with pricing agreements and negotiate renewals where necessary.

• Serve as the primary point of contact for agency partners after ~60 days post go-live.

• Account Management & Satisfaction

• Maintain strong customer relationships through regular communication, site visits, and Quarterly Business Reviews.

• Monitor account health, address issues proactively, and ensure seamless coordination with Operations.

• Drive agency satisfaction scores through responsiveness, problem-solving, and consistent delivery.

• Collaboration & Coordination

• Partner with RDOs and Operations to ensure agency needs are met.

• Communicate capacity, service-level changes, and clinical updates to agencies.

• Share feedback with Strategic Sales and Clinical leadership to inform broader strategy.

Education/ Experience :

• Bachelor’s degree in business, marketing , or a related field

• 5+ years of experience in sales, marketing , or communications, preferably in healthcare or a related industry

• Proven experience with CRM utilization , with a strong preference for HubSpot

• Strong understanding of healthcare sales and marketing strategies

Other Knowledge, Skills, and Capabilities:

• Excellent written and verbal communication skills

• Ability to manage multiple projects and deadlines

• Strong interpersonal skills and the ability to build relationships with diverse stakeholders

• A passion for healthcare and a commitment to improving patient outcomes

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

WHO WE ARE

Purpose: For patients, therapists, and agencies to rise together.

Vision:

• Deliver the highest quality outcome in every patient encounter.


• Build the best community in the country for therapist who choose to do work in the home - Therapy First, Therapists First.


• Recruit, hire, train, and retain the best therapists in the country who aspire to clinical excellence.


• Leverage our people, our technologies, and our commitment to quality and patient care to become Preferred Rehab Partners to our home health agency clients.


• Expand home health services in current markets and offer Travel Therapy in other markets.

Core Values:

• Unwavering commitment to quality care.


• Individual accountability that gives rise to team results.


• Unequivocal excellence in all we do. How we do anything is how we do everything.


• Positivity, energy, and enthusiasm in all we do.

Benefits:

• Competitive compensation


• Marketing stipend


• Medical, vision, and dental benefits


• PTO