Position Title: Client Success Manager
Reports To: Administrator
Direct Reports: Floor Manager; Direct Care Staff
Position Summary
The Client Success Manager is the primary operational and relational leader responsible for the resident and family experience: care quality, dignity, communication, and long-term satisfaction. This role owns family relationships from move-in through discharge, coordinates with outside partners (physicians, pharmacy, hospice, vendors), and holds ultimate accountability for building performance. The Client Success Manager works as a leadership team with the Floor Manager to ensure 24/7 coverage through a rotating schedule, sharing duties intentionally so responsibilities are sustainable and consistent.
Coverage & Scheduling Expectations (Shared 24/7 Leadership)
- The Client Success Manager and Floor Manager share responsibility for management coverage 24/7, including nights, weekends, and holidays through rotation.
- Both roles rotate weekend coverage (on/off rotation) and coordinate schedules in advance to avoid gaps.
- When off-duty, the Client Success Manager remains available per an agreed escalation protocol, but the Floor Manager serves as the acting leader during their coverage blocks.
- The goal is consistent leadership presence without overloading a single person.
Core Responsibilities
1) Client Experience & Family Relationships
- Serve as the primary point of contact for families across the lifecycle: intake, move-in, ongoing care, incidents, discharge.
- Maintain a consistent family-communication cadence (proactive updates, care conference schedule, escalation calls).
- Handle family concerns with empathy, factual clarity, and follow-through; document conversations in the family log.
- Own move-in orientation for new residents and families; ensure a warm, professional handoff into the home.
- Regarding Move-In Paperwork, either Client Success Manager or Floor Manager completes move-in and only one can receive a $100 bonus after the resident stays for 30 days.
- Represent the home to referral partners, prospective families, and community contacts (tours, follow-ups, thank-you outreach).
2) Resident Care Oversight & Quality
- Ensure care aligns with resident needs, preferences, routines, and dignity standards.
- Monitor resident well-being through rounds and staff feedback (sleep, appetite, mood, behaviors, pain, mobility).
- Identify changes in condition and ensure proper escalation, documentation, and follow-up.
- Receive communication from the President of Resident Counsel and implement suggested changes.
- Support resident engagement programming and a calm, structured environment.
3) Shift Leadership & Building Command
- Lead daily operations during assigned coverage blocks and ensure smooth shift execution.
- Conduct shift huddles: staffing assignments, resident priorities, safety alerts, and expectations.
- Ensure no gaps in supervision and that staff understand chain of command.
4) Coaching, Accountability & Performance Management
- Coach staff in real time using respectful, direct feedback.
- Own formal corrective actions and escalations for direct-care staff (with Floor Manager surfacing patterns).
- Build a strong team culture (no favoritism, clear standards, consistent follow-through).
- Address conflicts and de-escalate team friction professionally.
5) Staffing Partnership With Floor Manager
- Support the Floor Manager in staffing coverage planning (fill gaps, reduce overtime, manage call-offs).
- Lead training with Floor Manager and Direct Care Staff (if training will be on the weekend, on-duty Floor Manager or Client Success Manager will provide training).
- Maintain a strong reliability culture with the Floor Manager: attendance standards, punctuality, and “no surprises” communication.
6) Documentation & Compliance Readiness
- Ensure documentation is accurate, timely, and objective (shift notes, incident reports, logs).
- Maintain “inspection-ready” standards daily: cleanliness, safety checks, documentation completeness, staffing records.
- Run routine internal audits/checklists (assigned by Administrator): environment, documentation quality, shift completion, supply readiness.
- Own the weekly and quarterly CAP audits for Ridgeway; verify Floor Manager submissions and file records.
7) Medication Process Oversight
- Ensure medication processes are followed (storage security, MAR accuracy, reminders/assistance within your model).
- Verify staff understand: “document only what you did” (no pre-charting, no guessing).
- Ensure discrepancies are reported immediately and handled per policy.
- Ensure new medications are promptly updated on EMAR.
- Order refills 5 days in advance to ensure no lapse in medication administration.
- Weekly Wednesday medication audits with Floor Manager (split 1 cart for Client Success Manager review and 1 cart for Floor Manager review to ensure efficiency).
- End of Month medication audit for the next month to ensure no gaps in transition from month to month.
8) Incident Response & Risk Management
- Respond to incidents with a consistent process: stabilize → notify → document → investigate → prevent repeat.
- Lead immediate post-incident staff direction and ensure families/leadership are notified per policy.
- Own the family-communication step of every incident.
- Identify patterns (falls, behaviors, documentation gaps, staffing issues) and implement corrective routines and medication changes.
9) Operations, Supplies & Home Environment
- Maintain a safe, calm, organized home environment (hazard checks, clutter control, lighting, safe pathways).
- Coordinate maintenance and vendor follow-up; report urgent building issues immediately.
- Monitor supply levels and communicate reorder needs (incontinence supplies, cleaning, food/household items).
- Coordinate with Vendors and Partners regarding care needs of home and residents (Home MD, A Choice Care, Pharmacy, Hospice, Cintas, EGLE Water Monitoring, and Fire Marshal).
10) Leadership Partnership With Floor Manager (Shared Coverage Model)
- Delegate and share duties intentionally so leadership is sustainable and consistent.
- Maintain shared tools: handoff notes, manager logs, checklists, incident trackers, staffing escalation list.
- Hold consistent standards across rotations so staff experience “one leadership voice.”
Behaviors That Will Lead to Write-Ups
- Not posting staff schedules two weeks in advance.
- Not submitting medication refills to the pharmacy 5 days before medication is empty.
- Not following facility procedures (care protocols, safety rules).
- Improper documentation or failure to chart.
- Violating HIPAA/confidentiality.
- Repeated mistakes after coaching.
- Not completing assigned duties (Monthly Manager Checklist).
- Disrespectful attitude toward residents, families or coworkers.
- Not following safety protocols (falls, transfers, infection control).
- Ignoring supervisor instructions.
Required Skills & Work Ethic (What Great Looks Like)
- Warm, professional presence with families and referral partners; can hold a difficult conversation without losing composure
- Calm, steady leadership under pressure
- Strong coaching + accountability (fair, consistent, documented)
- Strong judgment and prioritization (“what must happen right now”)
- Excellent communication and professional presence with staff and families (see Professional Communication & Calm Leadership Guide)
- Strong documentation discipline and comfort with audits/checklists
- Reliable, proactive, solution-oriented
Qualifications
Required:
- High school diploma/GED
- 2+ years senior care experience (AFC/AL/MC/group home or similar)
- 1+ year in a lead/supervisor role or demonstrated shift leadership
- Prior family-facing / client-relationship experience
- Ability to pass required background checks and meet facility requirements
- Ability to work rotating weekends and flexible coverage schedule
Preferred:
- Prior Michigan AFC or licensed residential care leadership experience
- Dementia care experience and de-escalation/behavior support training
- Experience with tours, family conferences, and referral partner relationships
Pay: $17.00 - $20.00 per hour
Work Location: In person
