Customer Success Lead

Customer Success Lead - Family Growth Associate About 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.

• This is a full-time remote position with a required schedule of Saturday to Wednesday (Monday and Tuesday Off) 9:00 am to 5:00 pm Eastern Time
• We’re seeking passionate, empathetic go-getters who want more than just a typical sales or customer success role. Here, you’ll work directly with real families facing real challenges, empowering underserved communities to take one of the most transformative steps of their lives: accessing quality care.

Key responsibilities:

• Own and drive family growth. Make 50–80 calls per day to prospective families in designated market areas, clearly communicate the benefits of our program, and guide them through the qualification process with positivity and determination.
• Build and manage the pipeline. Move families seamlessly through each stage of the process, consistently pushing toward and exceeding growth goals while helping refine processes for efficiency and scalability.
• Champion our families. Provide support, encouragement, and guidance as they navigate the complexities of healthcare—being their advocate, cheerleader, and steady partner every step of the way.

Requirements:

• Customer-facing experience: Proven background engaging with customers or potential customers, ideally over the phone.
• Account Management / Customer Success / Call Center Operations: Experience in one or more of these areas with a track record of building and maintaining strong client relationships.
• High-volume call management: Ability to handle approximately 50-80 calls per day while maintaining quality and professionalism.
• Industry knowledge: Previous experience in the US healthcare industry is highly preferred.
• Project management expertise: Strong skills in managing complex, cross-functional initiatives, setting clear goals, and optimizing workflows.
• Technical proficiency: Familiarity with CRM tools; Salesforce experience is a strong plus.
• Personal qualities: Deep empathy, resilience, charisma, and patience, with a commitment to delivering exceptional customer experiences.

• 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, and collaboration help us support families.
• 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.