Director, Customer Success
About The Position
PracticeTek is seeking a Director, Customer Success to lead and scale a team focused on revolutionizing healthcare practices through technology. The company is a major player in the retail-healthcare tech space, offering a comprehensive suite of solutions for various healthcare providers. PracticeTek emphasizes a culture of bold ideas, high energy, and continuous growth, with a mission to make healthcare practices effortless. The Doctible team, part of PracticeTek, specifically focuses on reimagining the patient experience with tools for online scheduling, communication, and reputation management. This role requires a strategic and hands-on leader who can bring structure, clarity, and execution discipline to a fast-moving organization. The Director will be responsible for leading a team with significant potential, focusing on developing operational maturity, building systems, and driving accountability. A key aspect of the role involves driving change and implementing improvements through AI, automation, and modern support models to enhance efficiency and elevate the customer experience.
Requirements
- 10+ years in software/SaaS, including 6+ years leading large-scale customer support, success, or contact center teams
- Proven ability to lead and scale 50+ person teams across geographies, functions, and channels, including Customer Success and Professional Services
- Experience overseeing or partnering with Professional Services delivering digital solutions (websites, digital marketing, advertising)
- Strong data-driven leadership, with a track record of improving CSAT, retention, and operational KPIs (time-to-value, resolution time, efficiency, utilization)
- Demonstrated success in scaling operations and driving change in complex environments
- Proven ability to implement AI-driven efficiencies, leveraging tools like ChatGPT, Claude, and automation platforms
- Strategic, hands-on leader who can align people, process, and systems while executing effectively
- Deep understanding of multi-channel support models, with experience advancing self-service and AI-assisted solutions
- Strong analytical skillset, with proficiency in Salesforce, Tableau, and advanced Excel/PowerPoint
- Experience building cross-functional partnerships across Product, Engineering, Marketing, and Sales
- Ability to operate in fast-paced, evolving environments, bring structure, prioritization, and execution discipline to a fast-moving organization
Responsibilities
- Lead and scale a 50+ person Customer Success Operations and Professional Services team across onboarding, support, retention, and digital service delivery (websites, advertising), ensuring consistent, high-quality outcomes.
- Establish clear roles, responsibilities, KPIs, and processes that drive accountability and stability.
- Provide coaching and mentorship while managing performance and developing bench strength in leadership.
- Own the end-to-end customer lifecycle, including onboarding, support, and delivery of Professional Services (e.g., website builds, digital advertising), ensuring a seamless and dependable experience.
- Drive initiatives that improve customer experience and operational efficiency, with a focus on adopting AI, automation, and outsourcing to scale delivery and reduce manual effort.
- Partner with Sales, Product, and Marketing to align on customer experience, digital service offerings, and escalation management, ensuring customer success strategies support broader company goals.
Benefits
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
- May be eligible for additional compensation such as bonuses or equity, as applicable.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
