[Hiring] Director of Customer Success @360care

Role Description

Director of Customer Success – Corporate Engagement 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. This position is responsible for developing and leading strategic relationships with 360Care’s corporate customers and ownership groups. It serves as a senior customer advocate and strategic partner, ensuring corporate leaders understand, adopt and realize the full value of 360Care’s services across their facility portfolios. The Director will establish strong relationships with corporate executives and operational leaders, create consistent engagement strategies, lead executive business reviews, identify opportunities for partnership expansion, and proactively address risks that may impact customer satisfaction, retention or growth. This role partners closely with other departments to ensure a coordinated and exceptional customer experience from start up through ongoing partnership.

Responsibilities

• Serve as the primary Customer Success leader for assigned corporate ownership groups and strategic accounts.
• Develop trusted relationships with corporate executives, regional leaders, and key operational stakeholders.
• Establish regular communication cadences with corporate customers based on account needs and strategic priorities.
• Develop executive-level relationships that position 360Care as a strategic partner rather than simply a service provider.
• Understand each corporate customer's business objectives, operational challenges, strategic initiatives, and expectations of 360Care.
• Represent the voice of the corporate customer internally and advocate for solutions that improve the customer experience.
• Monitor account health through customer satisfaction, service performance, engagement, adoption, retention, and growth indicators; maintain account risk assessments and lead proactive recovery plans for at-risk corporate relationships.
• Own the corporate customer engagement strategy, including Quarterly Business Reviews (QBRs), executive meetings, and strategic planning sessions.
• Lead high-quality QBRs focused on business outcomes, performance, trends, opportunities, and strategic priorities—not simply reporting metrics.
• Develop customized customer success plans for key corporate accounts.
• Establish annual and quarterly objectives with customers and track progress against agreed-upon goals.
• Present customer performance, trends, risks, opportunities, and recommendations to executive stakeholders.
• Ensure follow-up actions from executive meetings are clearly documented, assigned, and completed.
• Identify trends across facilities and translate them into actionable recommendations for corporate leadership.
• Drive consistency in the customer experience across corporate accounts.
• Identify opportunities for deeper customer partnership and expansion of 360Care services.
• Partner with Sales to identify expansion opportunities within existing corporate relationships.
• Develop strategic recommendations that align 360Care capabilities with customer priorities.
• Support retention and expansion strategies by demonstrating measurable customer value.
• Escalate systemic customer issues and work cross-functionally to develop sustainable solutions.
• Help establish standardized processes and best practices for corporate customer engagement.
• Collaborate with operations, clinical, and other teams to ensure service delivery excellence.
• Identify trends in service gaps and inefficiencies.
• Advocate for clients internally and influence process improvements.
• Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy.
• Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times.
• To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager.
• Reacts positively to change and performs other duties as assigned.

Qualifications

• Bachelor’s degree in healthcare administration, Business Administration, or a related field is preferred.
• 7+ years of experience in customer success or account management, preferably in the healthcare sector.
• Strong understanding of healthcare services and long-term care facilities preferred.
• 3+ years leadership experience, preferably in a healthcare setting.
• Experience leading executive business reviews and customer presentations.
• Excellent communication, presentation and relationship building skills.
• Strong collaboration skills with a diverse team.
• Proven cross-functional leadership skills.
• Empathetic leadership and effective management skills.
• Demonstrated ability to manage escalations and challenging customer relationships.
• Strong analytical and data-driven approach to identifying growth opportunities.
• Ability to balance strategic thinking with strong execution and follow through.
• We will only employ those who are legally authorized to work in the United States. Any offer of employment is conditional upon the successful completion of a background investigation and drug screen.
• We are an equal opportunity employer.