Survey Success Manager

Position Title: Survey Success Manager

Department: Survey Operations

Reports to:  Kire Madsen, VP of Customer Operations

FLSA Status: Exempt

About Us

Activated Insights, a Software-as-a- Service (“SaaS”) leader in long-term and post-acute care, has opened a new Survey Success Manager seat to support our company’s growth and operational efficiency.

Founded in 2008, Activated Insights is a software company serving North America’s fastest-growing labor market—long-term and post-acute senior care. As the market leader, our technology, surveys, and training solutions are used by everything from mom-and-pop small businesses to billion-dollar care organizations. Ultimately, our services impact the lives of hundreds of thousands of seniors every year. Today, with over 250 team members, over 7,000 customers that extend into over 23,000 sites of care, our products focus on employee engagement, ongoing education, resident and patient satisfaction surveys, and reputation management tools. 

What Sets Activated Insights Apart

1. We are at the heart of the healthcare industry's most dynamic sector, with an ever-growing demand for post-acute care and long- term care to address the fastest growing segment of the US population.

1. Our bond with healthcare providers draws compassionate, service-driven team members, fostering a spirited, collaborative culture aligned on our mission to deliver exceptional experiences for our employees, our customers and the people in their care.

1. A high-performing executive leadership team with success in both public and PE companies, primarily in high-growth companies focused on the long term and post-acute care market. 

1. Backed by a private investment firm with 40+ years of experience forging lasting partnerships across the healthcare industry.

Why Is This Role So Special?

The Survey Success Manager is the primary point of contact for a portfolio of senior living clients throughout the entire survey lifecycle — from kickoff and survey design through results delivery and action planning. This is a relationship-first role that requires someone who genuinely cares about the clients they serve and understands that the data we deliver has a real impact on the lives of seniors.

Key Responsibilities

Client Relationship Management

• Serve as the primary point of contact for an assigned portfolio of clients across the senior living industry.

• Lead client kickoff calls, establish project timelines, and set clear expectations for deliverables.

• Conduct results review meetings, walking clients through their survey data, platform navigation, and action planning.

• Proactively reach out to clients throughout the year to maintain relationships and keep them on track for annual or ongoing survey cycles.

• Re-engage clients who are not leveraging their data and help them find value in the results.

Survey Project Management

• Build and configure surveys in our admin platform, including question coding, demographic setup, and language configuration.

• Manage multi-location projects across paper, digital, phone, and point-of-service survey modalities.

• Coordinate with print vendors and internal teams to ensure accurate and timely survey distribution.

• Support paper survey operations including printing, mailing, and tracking inbound survey returns across locations.

• Manage demographic data collection from clients and ensure it is accurately reflected in the reporting system.

Data Quality & Platform Operations

• Perform pre-review quality checks on survey data before client results meetings.

• Identify and escalate platform or data issues to the IT team, with context and suggested resolution.

• Maintain accurate records in CRM, including location hierarchies, contact information, and care levels.

• Support language-specific survey configuration, coordinating with translation partners as needed.

Internal Collaboration

• Serve as a resource for team members on platform questions, survey processes, and client history.

• Communicate proactively with print teams, IT, and operations staff to ensure seamless project execution.

• Contribute institutional knowledge to SOPs and documentation efforts.