Director of Client Success

Job Description

Director of Client Success | Right at Home Austin West

The Tone:
This is a full-time role at Right at Home Austin West, located in South Austin, TX. The company provides essential in-home care, focusing on operational excellence and quality service delivery to clients. This leadership position is critical for overseeing the entire client and caregiver journey, driving field operations, and ensuring compliance. By doing so, the role directly enhances service quality and supports the organization’s continued growth and impact in the community.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Austin, TX

• Mission: Ensure exceptional service delivery across the thriving in-home care organization by overseeing the full client and caregiver journey, driving field operations, and strengthening compliance processes.
• Tech Stack: WellSky

What You’ll Actually Do
• Client Relationships: Lead intake, introductory, and supervisory visits to ensure customized care plans, high client retention, and consistent quality of care.
• Operations & Compliance: Oversee critical visit tracking, audit compliance documentation, and utilize internal systems to maintain precise data and optimized care coordination.
• Caregiver Development: Champion onboarding, orientations, and continuous coaching to improve caregiver readiness, profile accuracy, and overall retention.
• Strategic Communication: Act as the primary bridge between clients, families, and internal care coordinators to resolve service gaps proactively and handle complex situations with tact and empathy.

The Must-Haves
• Background: Director-level professional with core domain knowledge in customer service, operations, or leadership within the in-home care sector.
• Experience: Strong background in customer service, operations, or a proven track record as a Leader.
• Skills: Exceptional communication, sharp attention to detail, strong problem-solving capabilities, and flexibility to balance administrative audits with field presence.
• Bonus: A reliable, trustworthy, and solution-focused leader dedicated to elevating the client-caregiver experience.