Position SummaryThe Vice President, Strategic Account Management is a strategic commercial leader responsible for strengthening and growing high-value partnerships across A Place for Mom's (APFM) network of senior living communities, REITs, and other national or regional channels. As the primary executive-level relationship owner for key senior living partners, the VP will drive revenue growth, move-in conversion, and network retention while delivering exceptional value to APFM's providers and the families we serve.
The VP will focus on three priorities: strengthening the network through better provider performance, more complete community data, and strong retention; aligning account management activities with the provider behaviors that best serve families; and raising provider Net Promoter Score (NPS) by increasing the value providers see in APFM.
The ideal candidate is a proven sales and account management leader with executive presence, strong analytical skills, and a track record of driving measurable results through high-performing teams. Senior living industry experience is strongly preferred.
Scope: This role reports to the General Manager, Senior Care Network and leads a team of approximately 10 account managers focused entirely on APFM's existing senior living provider network.
What Success Looks LikeSuccess in this role will be measured by:
- Network strength: strong retention of APFM's provider network, so families continue to have quality choices in every market.
- Provider performance: measurable improvement in provider performance on APFM referrals and in community data completeness.
- Provider value: a sustained increase in provider NPS, driven by consistent communication and clearly demonstrated value.
- Team capability: an account management team with clearly defined competencies, coaching rhythms, and incentives aligned to these outcomes.
Key ResponsibilitiesNetwork Strength, Retention & Revenue- Drive revenue growth and move-in conversion through account strategies for national and regional senior living providers, REITs, and channel partners.
- Own retention of the existing provider network, identifying at-risk or underperforming communities early and intervening so families continue to have strong choices.
- Own network health: monitor network size, coverage, and provider performance against family demand, and flag coverage gaps to the provider acquisition team.
Provider Performance & Family Experience- Align provider behaviors with APFM's service model to deliver better outcomes for families.
- Partner with senior living operators to improve their performance on APFM referrals, from the first family conversation through tour and move-in.
- Drive more complete, accurate, and current community information across the network so APFM can match each family with the right options.
- Build a provider performance scorecard and account planning process that gives account managers and providers a shared view of performance and measurable improvement goals.
Provider Value & Executive Relationships- Own provider NPS for the network: establish a consistent measurement cadence, diagnose what drives promoters and detractors, and lead the action plans that raise it.
- Set and uphold a proactive communication standard for the account management team, including regular performance updates, timely responses, and clear advance notice of changes that affect providers.
- Lead executive-level business reviews that demonstrate APFM's value relative to each provider's investment, connecting APFM referrals to move-ins, occupancy, and revenue.
- Act as the voice of the provider within APFM, bringing feedback and insights to Product, Operations, Finance, and executive leadership, and reporting back to providers on what changed as a result.
- Establish and maintain strong, influential relationships with senior living industry executives, serving as a trusted strategic partner and advisor.
- Represent APFM at industry conferences and events to strengthen partnerships and elevate APFM's market presence.
Team Leadership & Collaboration- Lead, coach, and develop a high-performing team of account managers to consistently exceed revenue, conversion, provider performance, provider NPS, and network retention objectives.
- Define the core competencies, activities, and performance expectations for the account management role, and connect them directly to the provider behaviors and network outcomes the team is accountable for.
- Manage team performance against a balanced scorecard of revenue, provider performance, network retention, and provider NPS, and partner with Finance and People teams to align incentives with those outcomes.
- Partner with Product, Data Science, Operations, Marketing, and Sales to improve the provider experience and measure the impact of account management work on provider outcomes.
- Champion new processes, tools, and structures that improve account management effectiveness at scale.
- Perform other duties as assigned.
QualificationsRequired Qualifications- Bachelor's degree from an accredited institution.
- Minimum of 10 years of progressive experience in sales, strategic account management, or a combination of both, with a demonstrated track record of driving revenue growth, customer retention, and business performance.
- Minimum of 5 years of proven sales and/or account management leadership experience, including leading and developing teams, managing performance, and delivering results through others. This role requires an established people leader with demonstrated leadership success and is not intended as a first-time leadership opportunity.
- Demonstrated experience managing complex, high-value customer relationships and engaging directly with C-suite, divisional, and regional executives.
- Proven ability to build executive-level partnerships, influence senior stakeholders, and serve as the primary strategic point of contact for key customers.
- Experience developing and executing account management or sales strategies that deliver measurable revenue, conversion, retention, and customer growth.
- Strong commercial acumen, strategic thinking, and analytical capabilities, with the ability to translate data and customer insights into actionable business strategies.
- Demonstrated experience managing teams through data: building scorecards, defining leading and lagging indicators, and connecting team activities to measurable partner outcomes.
- Experience improving a customer satisfaction or loyalty metric such as NPS, including rebuilding at-risk relationships through consistent communication and clearly demonstrated value.
- Exceptional executive communication, relationship-building, negotiation, and presentation skills.
- Ability to work collaboratively across functions, influence without direct authority, and align stakeholders around shared business objectives.
- Proven ability to navigate ambiguity, solve complex business challenges, and independently drive initiatives to successful outcomes.
- Experience implementing new processes, tools, and approaches to improve organizational effectiveness and drive scalable results.
- Proficiency in Microsoft Office Suite (including Excel and PowerPoint), Google Workspace, and CRM platforms.
- Ability and willingness to travel approximately 25% of the time for executive customer meetings, industry conferences, tradeshows, and company meetings.
Preferred Qualifications- Direct experience within the senior living or senior care industry, with an understanding of senior living operators, national and regional ownership groups, industry economics, and customer decision-making dynamics.
- Established relationships with senior living industry executives and decision-makers.
- Experience leading account management teams responsible for large, complex, multi-location or enterprise-level customer portfolios.
- Previous experience in both direct sales and strategic account management, providing a well-rounded understanding of customer acquisition, relationship development, retention, and revenue expansion.
- Experience in a two-sided marketplace, referral, or lead-generation business, aligning partner performance with the end-customer experience.
- Familiarity with senior living sales and operating metrics, such as occupancy, inquiry-to-tour and tour-to-move-in conversion, and how operators evaluate referral sources.
Compensation:- Base Salary: $175,000 - $225,000
- Variable Bonus: $100,000
Benefits:- 401(k) plus match
- Dental insurance
- Health insurance
- Vision insurance
- Paid Time Off
