Client Services Manager

Client Services Manager

Golden Care is a concierge care company proudly serving and supporting families throughout the San Diego community. Our mission is to provide compassionate, personalized in-home care that allows our clients to feel known, valued, and understood. We foster relationships built on trust, ensuring families feel confident knowing their loved ones are in capable and caring hands. Through consistent, high-quality service, we create an environment where clients not only know us but genuinely like and trust us—because we care like family.

As we continue to grow, we are seeking a compassionate, organized, and relationship-driven Client Services Manager to join our team. In this role, you will serve as the primary liaison between Golden Care, our clients, their families, and our care team. You will be responsible for ensuring an exceptional client experience through proactive communication, care coordination, problem resolution, and ongoing relationship management.

Reporting directly to the Director of Client Care, the Client Services Manager plays a key leadership role in ensuring exceptional client satisfaction, seamless service delivery, and strong caregiver-client relationships. This position oversees client accounts, supports caregiver matching, and coordinates care services to ensure each client receives personalized, high-quality support aligned with Golden Care's standards.

In addition to maintaining strong client relationships, the Client Services Manager is responsible for identifying opportunities to strengthen client retention, enhance service quality, and support business growth. This role also provides leadership and guidance to the client services team, helping to ensure efficient operations, high performance, and a consistently positive client experience.

The Client Services Manager is responsible for overseeing client relationships and ensuring the delivery of compassionate, high-quality service that reflects the organization's commitment to excellence in care and client satisfaction. This position serves as the primary point of contact for clients and their families, building trusted relationships, addressing concerns, coordinating services, and ensuring client needs are met in a timely and professional manner.

This role also supports business development efforts by identifying growth opportunities, strengthening client retention, and representing the organization within the community. Through effective leadership and collaboration, the Client Services Manager helps ensure a high standard of service delivery and a consistently positive experience for clients, families, and caregivers.

• Serve as the primary point of contact for assigned clients and their families.
• Build and maintain strong, trusting relationships through consistent communication and support.
• Monitor client satisfaction and proactively address concerns to ensure a positive client experience.
• Conduct regular client check-ins and service reviews to assess needs and satisfaction.
• Ensure client records and communications are maintained accurately and confidentially.

• Identify, pursue, and help secure new client opportunities through networking, referrals, and community outreach.
• Develop and deliver presentations, proposals, and service information to prospective clients and referral partners.
• Collaborate with leadership, marketing, and operations teams to support growth initiatives.
• Track referrals, leads, client conversions, and client on-boarding.
• Support client retention efforts by maintaining strong relationships and ensuring high-quality service delivery.

• Lead, mentor, and support members of the client services team.
• Assign responsibilities, monitor performance, and provide coaching and constructive feedback.
• Promote a culture of professionalism, accountability, and client-centered care.
• Develop and implement workflows and processes that improve efficiency and service quality.

• Ensure timely and effective coordination of client services.
• Address and resolve escalated client concerns, complaints, and…