Director of Customer Success
Director of Customer Success
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Location: Onsite (RaleighDurham NC preferred)Travel: Up to 25% Reports to: VP Customer Advocacy & Growth
About K4Connect
K4Connect is a highimpact highgrowth venturebacked company on a mission to leverage technology to empower the 1.5 billion older adults and individuals living with disabilities to live simpler healthier and happier lives. Our flagship platform K4Community with FusionOS brings together Communications Smart Home and Wellness tools into a unified experience designed specifically for senior living communities.
We believe technology should empower all generationsnot just the next one.
Role Overview
Were seeking a strategic growthminded Director of Customer Success to lead highvalue client relationships across our enterprise customer base. This is a highvisibility individual contributor role with a clear path to team leadership. Youll be responsible for delivering exceptional outcomes for our communities & enterprises ensuring satisfaction and retention while identifying and driving opportunities for account expansion and platform adoption across business lines.
This leader will also play a key role in shaping the future of the Customer Success function at K4Connectestablishing best practices mentoring emerging team members and evolving the postsale experience.
Key Responsibilities
- Own the strategic relationship with key enterprise and community clientsserving as trusted advisor executive sponsor and daytoday point of contact.
- Drive client outcomes and platform value through proactive account planning performance tracking and datadriven insights.
- Expand adoption of K4Connect solutions across additional communities service lines or functionalitypartnering closely with Sales Product and Marketing.
- Develop and manage success plans metrics and milestones for each account aligned to the customers unique goals and K4Connects business priorities.
- Lead stakeholder communications across diverse client types including executives IT operations and community teams.
- Champion internal coordination for successful onboarding training support and renewals; ensure timely and complete resolution of issues.
- Partner with Marketing to develop and execute engagement and onboarding strategies that grow community champions and internal advocates for K4Community.
- Retention and Renewals Develop account plans to meet growth targets always seeking ways to better serve and engage the customer
- Mentor and support the development of a growing team of Customer Success Managers (CSMs) eventually assuming direct people management responsibilities.
- Contribute to voiceofcustomer programs and feedback loops with Product and Engineering.
What You Bring
- 36 years of experience in Customer Success Account Management or Strategic Partnerships preferably in a SaaS or healthcare technology company.
- Proven ability to manage complex enterprise accounts with multiple stakeholders and longterm growth strategies.
- Track record of driving customer satisfaction retention and revenue expansion in hightouch consultative environments.
- Strong business acumen and comfort engaging with executives across operations clinical and IT teams.
- Excellent communication problemsolving and relationshipbuilding skills.
- Ability to operate with autonomy make strategic decisions and influence internal and external partners.
- Experience in senior living health systems or care delivery models is a strong plus.
- Familiarity with Hubspot customer health scoring and enterprise onboarding models.
What We Offer
- Competitive Compensation Package (Base Bonus K4Connect Stock)
- Quality Healthcare Options (Medical PPO & HSA Dental Vision)
- CompanyPaid Life Insurance AD&D STD and LTD
- Vanguard 401(k) Plan
- Hybrid Work Environment
- Unlimited PTO Paid Holidays Parental Leave
- Employee Lounge with games and a fun team!
Required Experience:
Director
Employment Type
Full Time
