Customer Success Manager

K4Connect
is a mission-driven AgeTech company serving senior living communities with enterprise Software-as-a-Service (SaaS) solutions that simplify communication, automate workflows, reduce administrative burdens and costs, streamline operations, and empower staff with data-driven insights to improve resident care, engagement, hospitality and happiness.

We are looking for an onsite
Customer Success Manager (CSM)
who will be the main client advocate for K4Community - a rapidly growing, venture-backed technology platform that provides Data solutions, Communications, Smart Home, and Wellness to senior communities across the country. They will manage the day-to-day activities for a subset of K4Connect’s client base and will focus on helping customers be successful throughout the entire customer journey by maintaining a high level of customer satisfaction. This role requires high levels of both people skills and technical ability.

Specifically, t
he CustomerSuccess Manager will:

• Be the single point-of-contact, client champion and trusted advisor to client accounts with the overall goal of making K4Community successful and valuable to a community.
• Ensure the timely and successful delivery of K4Connect’s solutions, including technical expertise, according to customer needs and objectives.
• Enable proven integrations with new and existing customers
• Use internal tools to help communities customize their app experience
• Provide insights to clients based on K4Community resident and staff usage to ensure that they get the most out of the platform.
• Establish clear success goals and process milestones for the client to work toward.
• Monitor and analyze client’s usage of our product.
• Utilize data to tell customer success stories.
• Forecast and track key account metrics.
• Work with product specialists to train and educate communities on K4community.
• Drive enablement of expanded solutions for existing customers.
• Cultivate brand ambassadors to share the product's benefit and value within communities.

Requirements:

• BA or Associate Degree with a minimum of 3 years of experience in a customer success, account management, or a relationship management position.
• Natural relationship builder with integrity, reliability and maturity.
• Proven ability to manage multiple accounts and connect across multiple levels of organizations.
• Experience working with customers, both in person and virtually, and in one to one and group settings.
• Experience maintaining relationships, while working to mitigate churn and drive engagement and renewals.
• Experience and aptitude inside the software industry for enabling integrations and working within a data environment
• Ability to work in a HIPAA compliant environment with a demonstrated ability for precision and thoroughness
• Ability to deal professionally, tactfully, and effectively with internal and external stakeholders in a fast-paced, customer-focused environment.
• Believes in the value of using data to guide clients to successful outcomes.
• Driven, self-motivated, enthusiastic and with a “can do” attitude.
• Results-driven, with a bias for speed and action.
• Quick learner with adaptability to learn new tools and proficiency with a multitude of software packages related to productivity both common (Google Suite, CRMs) and advanced tools (Snowflake and internally built tools)
• Familiarity with SaaS preferred.
• Familiarity with Snowflake & data warehouse & analytics technologies a plus.
• Experience servicing senior living clients and communities a plus.
• Familiarity with smart home/network technologies a plus.
• Onsite in our Raleigh office with limited remote work.
• Expected Travel: Up to 25%.

Benefits We Offer:

• Competitive Compensation Package (Salary + K4Connect Stock)
• Quality Healthcare Options for Medical (PPO & HSA), Dental, and Vision
• Company-Paid Life Insurance, AD&D, STD, LTD plans
• Vanguard 401k Plan for Retirement Savings
• In Office Monday - Thursday Remote on Fridays
• Unlimited PTO, Paid Holidays, and Maternity/Paternity Leave

We are looking for a highly energetic person who understands the balance of being a strong client advocate and passionate about delighting customers while managing to the business goals of the company. If you are interested in joining a committed, impassioned, intelligent and creative team that is driven to making global impact in people’s lives, then K4Connect may be the place for you!