Director, Strategic Customer Success

About the Role

The Director, Strategic Customer Success serves as a hybrid relationship manager, sales accelerant, and market evangelist focused on the skilled nursing facility (SNF) market. This role leverages deep long-term care operational expertise to strengthen customer retention, drive account growth, support new business acquisition, and enhance Eventus' market credibility through industry engagement, thought leadership, and customer advocacy. Initially focused on North Carolina and Virginia SNF customers, the role may expand to additional markets and service lines based on business needs and performance.

Qualifications

• Bachelor’s degree in healthcare administration, Business Administration, Nursing, or a related field preferred.
• Minimum 15 years of skilled nursing facility operations and/or administration experience.
• Active or recent Nursing Home Administrator (NHA) license required in North Carolina; Virginia or South Carolina licensure preferred.
• Demonstrated success driving census growth, quality measure improvement, survey readiness, and regulatory compliance.
• Established referral and professional network within the skilled nursing facility and hospital community.
• Prior experience presenting at industry conferences, panels, or professional education events.
• Direct experience utilizing Eventus or comparable long-term care healthcare technology solutions strongly preferred.

Responsibilities

• Manage and maintain a portfolio of skilled nursing facility customer accounts as the primary or shared relationship owner.
• Conduct recurring business reviews with customer leadership focused on quality measures, survey performance, operational outcomes, and return on investment.
• Identify customer risks and operational challenges proactively to improve retention and mitigate churn.
• Identify and drive account expansion opportunities within existing customer relationships.
• Collaborate with Account Executives to support new business opportunities and accelerate sales cycles through industry expertise and credibility.
• Participate in prospect meetings, sales presentations, and demonstrations as a subject matter expert on long-term care operations.
• Assist sales teams in developing customer-specific value propositions, ROI analyses, and objection handling strategies.
• Represent Eventus at industry conferences, customer events, webinars, and professional speaking engagements.
• Support marketing initiatives through case studies, customer testimonials, and thought leadership content.
• Other related duties as assigned.

Compliance Requirements

• Adherence to Laws, Rules, Regulations, Standards, Guidelines, Policies and Procedures: Ensure compliance with all federal, state, and local laws, regulations, standards, guidelines, and Eventus WholeHealth policies and procedures pertaining to the job. Remain informed of any changes to these and promptly report any non-compliant conduct to Eventus WholeHealth’s Chief Compliance and Risk Officer.
• Ethical Conduct: Ensure adherence to Eventus WholeHealth's Code of Ethics and Business Conduct. Perform job duties with integrity and professionalism. Promptly report any unethical conduct to Eventus WholeHealth’s Chief Compliance and Risk Officer.
• Patient Privacy And Confidentiality: Strictly protect patient information in accordance with all federal and state privacy laws and Eventus WholeHealth policies and procedures. Promptly report any violations.
• Documentation And Record Keeping: Maintain accurate and complete documentation when performing job duties. Ensure all Eventus WholeHealth information, data, documentation, and records are safeguarded and maintained confidentially.
• Training And Education: Participate in all assigned training and complete it by the deadline.
• Risk Management And Incident Reporting: Engage in regular risk assessments to identify potential risks and work proactively to mitigate them. Promptly report any incidents as defined in the “Incident Report Policy” to the Chief Compliance and Risk Officer.