Location: Onsite (Raleigh-Durham, NC preferred)Travel: Up to 25% Reports to: VP Customer Advocacy & Growth

About K4Connect

K4Connect is a high-impact, high-growth, venture-backed 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 generations—not just the next one.

Role Overview

We’re seeking a strategic, growth-minded Director of Customer Success to lead high-value client relationships across our enterprise customer base. This is a high-visibility, individual contributor role with a clear path to team leadership. You’ll 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 K4Connect—establishing best practices, mentoring emerging team members, and evolving the post-sale experience.

Key Responsibilities

• Own the strategic relationship with key enterprise and community clients—serving as trusted advisor, executive sponsor, and day-to-day point of contact.
• Drive client outcomes and platform value through proactive account planning, performance tracking, and data-driven insights.
• Expand adoption of K4Connect solutions across additional communities, service lines, or functionality—partnering closely with Sales, Product, and Marketing.
• Develop and manage success plans, metrics, and milestones for each account, aligned to the customer’s unique goals and K4Connect’s 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 on-boarding 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 voice-of-customer programs and feedback loops with Product and Engineering.

What You Bring

• 3-6 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 long-term growth strategies.
• Track record of driving customer satisfaction, retention, and revenue expansion in high-touch, consultative environments.
• Strong business acumen and comfort engaging with executives across operations, clinical, and IT teams.
• Excellent communication, problem-solving, and relationship-building 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)
• Company-Paid 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!