What are the responsibilities and job description for the Customer Success Manager position at From The Heart Home Care - Bay Area?
Job description:
Client Success Manager (Home Care)
Location: Pleasanton, CA (In-Office)
Pay: $29.00 – $33.00/hr performance bonus
Schedule: Full-Time | M–F 8:30AM–5:00PM rotating on-call
About the Role:
From the Heart Home Care is looking for a Client Success Manager to own the experience of our clients and caregivers.
This is not a typical admin role — you’ll be responsible for making sure clients are happy, caregivers are a strong fit, and care is consistent and reliable.
If you enjoy solving problems, building relationships, and taking ownership of outcomes, this role is for you.
What You’ll Do:
- Serve as the main point of contact for clients and caregivers
- Build relationships with families and understand their needs
- Ensure clients are matched with the right caregivers
- Work with our scheduling team to keep shifts filled and stable
- Handle issues, call-offs, and last-minute changes calmly and effectively
- Proactively identify and resolve problems before they escalate
- Support onboarding of new clients and caregivers
- Participate in a shared, paid after-hours on-call rotation (evenings/weekends), primarily monitoring and escalation support while an external team handles front-line calls
What We’re Looking For:
- 3 years in a client-facing or coordination role (staffing, hospitality, property management, home care, etc.)
- Strong communication skills and confidence on the phone
- Highly organized and able to manage multiple priorities
- Calm under pressure with strong problem-solving ability
- High ownership mindset — you take responsibility for results
- Experience with scheduling or staffing is a plus
Compensation & Benefits:
- $29.00 – $33.00/hr (based on experience)
- Performance bonus tied to client satisfaction & retention
- Health, dental, & vision insurance
- Paid time off
About Us:
From the Heart Home Care has been a trusted, locally owned home care referral agency in the Bay Area since 2002. We connect families with experienced caregivers to support independence and quality of life at home.
Salary : $29 - $33