Position Summary
The 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 Like
Success 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 Responsibilities
Network 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…