Director of Customer Success

Job description

Overview Director of Customer Succes will play a pivotal role in driving customer satisfaction, retention, growth, and advocacy across a portfolio of skilled nursing facilities, assisted living communities, and long term care partners. This position serves as the strategic bridge between 360Care departments and client stakeholders. It involves establishing strong relationships both internally and externally, gathering service feedback, and promoting customer advocacy. The Director of Customer Success plays a critical role in improving care for vulnerable populations while driving sustainable business growth. Responsibilities: - Client Relationship Management - Own relationships with facility or corporate level contacts as assigned - Drive retention and expansion across assigned portfolio - Lead or support customer service meetings with a focus on outcomes, added value and process improvement - Customer Success Strategy & Execution - Partner with Sales and Operations on seamless handoffs and account growth - Nurture existing customer relationships to identify and capitalize on growth opportunities. Use service interactions to gather insights that inform sales strategies. - Support a...