Customer Success Manager

Affiliate Success Manager

• Old Friends Club

Puget Sound Area

About the Role

Old Friends Club Network (OFCN) supports a network of social day programs (Clubs) serving people living with dementia and their family caregivers. The Affiliate Success Manager is the primary relationship owner for these Clubs — helping them run strong programs, stay engaged with OFCN resources, and grow their impact in their communities.

Core Responsibilities

• Serve as primary point of contact for a portfolio of Affiliates who run social day programs
• Onboard new Affiliates and guide them through startup, licensing, and program launch
• Conduct regular check-ins (site visits, calls) to monitor program health, attendance trends, and staffing
• Identify Affiliates at risk and develop support plans
• Share best practices across the network — connect Affiliates facing similar challenges
• Track metrics (attendance, hours delivered, caregiver satisfaction) and report trends to leadership
• Support Affiliates with ongoing training
• Help gather Affiliate feedback to shape OFCN's central resources, training, and tools
• Coordinate Affiliate participation in OFCN-wide training, networking, and support
• Curate products and services for Member families

Qualifications

• Passion for dementia care and caregiver support a strong plus
• Experience managing activities
• 3+ years in customer success, account management, or nonprofit program support (healthcare/aging/dementia care experience a plus)
• Strong relationship-building and communication skills across diverse stakeholders (program directors, volunteers, family caregivers)
• Comfortable with technology; experience with a CRM
• Highly organized; able to manage a multi-affiliate portfolio independently
• Willingness to travel regionally for site visits

What Success Looks Like

• Affiliates report high satisfaction with OFCN support
• Stable or growing attendance/hours across the portfolio
• Fast identification and resolution of struggling Affiliates
• Strong adoption of shared best practices network-wide

health insurance stipend

english, fluent