Summary
Overview
Work History
Skills
Training
Timeline
Generic
Nicholas Cape

Nicholas Cape

Alvaton,KY

Summary

Experienced Director of Admissions and Customer Success Manager with a proven track record of driving enrollment growth and fostering strong client relationships. Skilled in developing and implementing strategic initiatives to enhance customer satisfaction and retention rates. Passionate about creating a positive impact on both the customer experience and overall business success.

Overview

12
12
years of professional experience

Work History

Customer Success Manager

Encyrcle
06.2025 - Current
  • Serve as the primary point of contact for a portfolio of customers post-sale.
  • Develop and execute customer success plans to drive adoption, usage, and renewal.
  • Onboard new clients and ensure a smooth handoff from Sales to Customer Success.
  • Monitor customer health and proactively address risks of churn.
  • Conduct regular check-ins, business reviews, and strategic planning sessions with key stakeholders.
  • Advocate for customer needs internally and collaborate with Product, Support, and Sales teams to resolve issues and drive customer outcomes.
  • Identify and qualify opportunities for upselling or cross-selling.
  • Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.
  • Conduct training sessions for clients on product features and best practices.

Admissions Director

Honey Lake Clinic
02.2023 - 05.2025
  • Oversaw a fully remote admissions team, managing the end-to-end process of admitting patients into the program, ensuring efficiency, accuracy, and high customer satisfaction.
  • Conducted biweekly 1:1 coaching sessions with team members, driving ongoing performance improvement and professional development.
  • Led weekly team meetings to review workflows, troubleshoot challenges, and implement process adaptations based on real-time feedback and performance data.
  • Collaborated with the Financial Counselor to support insurance verification and financial discussions with prospective patients, including self-pay scenarios.
  • Monitored departmental and organizational KPIs and operational metrics, proactively identifying performance gaps and implementing corrective strategies.
  • Delivered weekly and monthly performance reports to the CEO, providing data-driven insights and recommendations.
  • Played a key role in the implementation and customization of the CRM system, ensuring alignment with organizational workflows and patient journey needs.
  • Provided end-user training and ongoing support for the CRM platform, acting as a liaison between staff and technical teams.
  • Coordinated cross-departmentally to ensure smooth integration and adoption of CRM tools, driving improved data accuracy and user engagement.

Lead Admissions Coordinator

Honey Lake Clinic
05.2022 - 02.2023
  • Developed and implemented streamlined processes to improve the efficiency and consistency of the admissions workflow, enhancing both team performance and patient experience.
  • Conducted regular reviews of departmental systems and tools to identify inefficiencies and recommend enhancements, resulting in improved operational effectiveness.
  • Played a key role in onboarding and training new team members, delivering hands-on instruction across all systems and procedures to ensure rapid ramp-up and process adherence.
  • Managed all aspects of the admissions process, from initial inquiry to program enrollment, providing compassionate guidance and support to prospective patients throughout their journey.

Director of Admissions

Brooks Healing Center
08.2021 - 05.2022
  • Oversaw the day-to-day operations of the referral-to-admission pipeline, ensuring a seamless, patient-centered intake process.
  • Provided leadership and oversight in quality management initiatives related to intake, evaluation, and admission, contributing to improved patient outcomes and regulatory compliance.
  • Acted as a professional representative of the facility to external partners and internal stakeholders, facilitating access to services through timely, effective communication and coordination.
  • Designed and implemented a custom CRM system aligned with the referral and admissions workflow, improving data tracking, communication, and decision-making.
  • Collaborated on the development of company-wide policies and procedures to support scalable, compliant growth across operational functions.
  • Delivered scheduled data reports to investors and executives, analyzing team productivity and key performance metrics to drive strategic planning.
  • Supervised the patient discharge process, ensuring continuity of care by coordinating follow-up and aftercare plans with external providers.
  • Managed the alumni program, including data collection and monitoring of long-term patient engagement and adherence to continuing care plans.

Admissions/Insurance Manager

Rivermend Health
06.2018 - 07.2021
  • Promoted a team environment and fostered a spirit that enhances both team and individual performance.
  • Oversaw flow and admissions processes for all admissions to chemical dependency treatment programs (38 residential beds and all outpatient locations to include Substance Abuse and Co-occurring disorders).
  • Provided weekly and monthly reports to management based on statistics of data based on my team’s productivity.
  • Work collectively as a team to make a patient's experience of getting into treatment as seamless as possible.
  • Oversee insurance verification process and make sure we can work with and obtain authorization from all verified policies.
  • Obtain authorization and complete concurrent utilization reviews when needed.

Intake Specialist/Supervisor

Rivermend Health
03.2015 - 06.2018
  • Responsible for incoming leads, while vetting potential patients and offering referrals for patients who do not meet program standards.
  • Completed over-the-phone assessments to submit to benefits/financial department for an estimate of treatment.
  • Responsible for building and maintaining relationships with referral sources to continue the flow of incoming leads.
  • Responsible for building relationships with patients and families to ensure the patient's arrival to treatment.
  • Became responsible for leading a team that met goals and successfully admitted patients into treatment.
  • Obtained benefit information from insurance companies to make sure each incoming patient has valid and billable coverage.

Program Director

Recovery Outfitters
09.2013 - 03.2015
  • Spearhead the process of admitting clients into treatment, to include counseling sessions through discharge.
  • Oversee the everyday production of clients and staff.
  • Presented proposed changes to the program's content, structure, or presentation to the Executive Director..
  • Ensured daily group and program activities are scheduled and conducted.
  • Audited charts, med logs and daily group logs to ensure documentation is completed in a reasonable and timely manner.
  • Assist in coordinating therapeutic family weekends and family workshops.

Skills

  • Performance Monitoring
  • CRM & CS Platforms
  • Revenue growth
  • Customer Onboarding & Retention
  • Relationship Management
  • Upselling & Cross-Selling
  • SaaS / Tech Industry Experience
  • Strategic Account Management

Training

Level I Certified Addiction Counselor (CACI), GACA, 2013

Timeline

Customer Success Manager

Encyrcle
06.2025 - Current

Admissions Director

Honey Lake Clinic
02.2023 - 05.2025

Lead Admissions Coordinator

Honey Lake Clinic
05.2022 - 02.2023

Director of Admissions

Brooks Healing Center
08.2021 - 05.2022

Admissions/Insurance Manager

Rivermend Health
06.2018 - 07.2021

Intake Specialist/Supervisor

Rivermend Health
03.2015 - 06.2018

Program Director

Recovery Outfitters
09.2013 - 03.2015
Nicholas Cape