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