Customer Success Manager

Join to apply for the Customer Success Manager (FGA Lead) role at Abby Care Making family care possible. At Abby Care, we are tackling one of the most important and unsolved challenges of our time: family caregiving. Over 50 million Americans are family caregivers for loved ones without pay, tools, or support. Our mission is clear and ambitious: to train and employ family caregivers so they can get paid for the care they already provide at home. Abby Care is building a tech‑powered, family‑first care platform to efficiently deliver care, improve health outcomes, and provide the best‑in‑class experience nationwide. We are rapidly expanding our mission and looking for passionate team members to join. Abby Care has partnered with leading insurance plans, healthcare providers, and community organizations. We’re supported by top, mission‑driven VCs to empower families throughout the country. Role As a Lead FGA, you are both a high‑performing Family Growth Associate and a trusted leader for our offshore team. You will not just execute tasks—you will raise the bar for output, quality, and team thinking. You coach and support a pod of FGAs, drive rigorous performance standards, and proactively improve our funnel process to deliver the best client experience. You have an “ownership” mindset—seeing problems before they arise, surfacing solutions, and making judgment calls that benefit both the team and our mission. Your leadership style combines in‑the‑trenches accountability with empathy and curiosity. You strive to create a culture of high standards, creative problem solving, and shared success. Key Responsibilities Be an expert guide to our families: Proactively engage families through all funnel stages (outreach, intake, follow‑ups, conversion) and consistently deliver strong results. Lead by example: Model positivity, urgency, resilience, and consultative communication; embody responsible ownership. Production leadership: Set, monitor, and achieve pod output and conversion targets. Guarantee daily activity, quality, and administrative standards are met. Continuous coaching: Conduct daily stand‑ups, live‑call shadowing, and 1:1s; give real‑time feedback. Run micro‑trainings on scripts, objection handling, empathy, and CRM best practices. Front‑line Problem solving: Identify root issues in team performance, scripts, or processes; design and rapidly test solutions. Escalate blockers with proposed fixes. Data‑driven foresight: Leverage dashboards and performance metrics to anticipate challenges, identify trends, and proactively adjust strategies for capacity planning and resource allocation. Funnel and CRM rigor: Enforce tight process discipline—stages, next steps, follow‑up cadence, CRM completeness. Audit for “stuck” leads daily and resolve quickly. Team culture : Foster a “speak‑up” ethos where all team members feel valued for thinking critically, owning outcomes, and making suggestions—but always remain supportive and aligned with company values and the local context. Requirements Prior experience in a high‑volume outbound sales, customer engagement, or inside sales role (any industry). At least 2 years team lead, player‑coach, or supervisory experience—ideally in an offshore, call center, or growth team setting. Strong communicator—clear, concise spoken and written English; can hold peers accountable with empathy and humility. Proven “owner” mindset—takes initiative to spot and fix issues, not just follow assigned tasks. Analytical rigor—comfortable using dashboards and metrics to diagnose problems, forecast capacity, and guide performance improvements across the team. CRM power user (Salesforce preferred)—excellent documentation and follow‑up habits. Comfortable giving/receiving feedback, coaching, and running trainings. High learning agility—quickly adapts to new scripts, processes, and technologies. Cultural humility—respect for local norms, but brings a positive challenge to “just following orders.” Time zone alignment for core hours and reliable internet required. Our Values Families First – Redefining healthcare starts with how we treat the parents and children we serve. We go above and beyond for every family, building strong, lasting relationships. We continually ask ourselves, “Would we want this for our own families?” Urgency with Precision – Millions of families are waiting for care, and they cannot wait, therefore this is not your typical 9 to 5 job. We match their urgency with our own, delivering exceptional care without compromise. Here, speed and excellence go hand in hand. Relentlessly Resourceful – As an ambitious startup, we adapt quickly and make the most of limited time and resources. We solve challenges with creativity to deliver results without unnecessary complexity. Purpose with Positivity – We take our mission seriously while never losing sight of the people behind the work. Respect, kindness, memes, and coffee make us stronger as a team and better for the families we serve. Driven to Redefine What’s Possible – We are here to make healthcare better, which means asking hard questions, challenging outdated systems, and finding smarter, more compassionate ways to deliver care. Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus. Generous paid time off – We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US holidays. Team bonding – We love bringing our teams together. As a full‑time employee, you’ll get to connect, collaborate, and have fun through team activities and our annual company retreat. Set Up for Success – We provide a company‑issued laptop to support you in your role. We are an equal opportunity employer and welcome applicants from all backgrounds, consistent with applicable laws. Employment is contingent upon successful completion of a background check, satisfactory references, and any required documentation. Seniority level Mid‑Senior level Employment type Full‑time Job function Sales, Customer Service, and Health Care Provider Industries Hospitals and Health Care #J-18808-Ljbffr