Director of Customer Success

Crystal Practice Management • Austin, TX

9d • Hybrid

About The Position

This is a player-coach role for someone who wants to build Crystal's Customer Success function and the team that runs it. You'll report to the VP of Customer Experience, own retention and growth across our post-sale customer base, and personally carry the high-touch accounts that matter most: newly onboarded practices and the ones at risk of churning. You won't inherit a 20-person org or a polished playbook. There isn't one yet. You'll write it: health scoring, renewal plays, success plans, business reviews, and the coverage model that tells us how many CSMs we need and where. You'd rather run a save call yourself on Tuesday and coach a new CSM through their first renewal on Thursday than present a strategy deck about either. You'll build the team with a mix of experienced CSMs from outside and people from inside. Some of Crystal's best future CSMs are already here, answering support tickets and training practices on the platform. You'll hire the right outside talent and design the path that turns a hungry support rep or trainer into a Jr CSM, then a CSM who owns a book. You'll be judged on how well the whole team performs.

Requirements

• 7+ years in Customer Success or Account Management in B2B SaaS.
• At least 2 years leading or player-coaching a CS team.
• Proven track record of hiring experienced CSMs and developing people into CS roles from Support, Training, or Implementation.
• Experience building a ramp program for CS roles and demonstrable success with people developed through it.
• Personal ownership of renewals and expansion, with GRR and NRR numbers to show.
• Ability to run a renewal negotiation and a termination conversation.
• Experience building CS infrastructure from scratch: health scoring, segmentation and coverage models, success plans, renewal playbooks, and QBR cadences.
• SMB or mid-market vertical SaaS experience.
• Salesforce proficiency and comfort building forecasting reports.
• Daily active leverage of AI tools for account prep, outreach, and reporting.

Nice To Haves

• Healthcare, optometry, ophthalmology, EMR, payments, or revenue cycle experience.

Responsibilities

• Protect the base, ensuring GRR is up and renewals land on time.
• Proactively manage at-risk accounts with save plans.
• Hire strong CSMs from outside and establish a Jr CSM pathway for internal promotions.
• Drive account growth by identifying new opportunities (offices, staff, product attach) and handing qualified leads to Sales.
• Develop and implement a usable playbook including health scoring, renewal plays, success plans, and QBR templates.
• Ensure strategic accounts demonstrate value through measurable improvements.
• Increase adoption of products, integrations, and services.
• Provide accurate renewal forecasts and detailed explanations of churn and expansion to leadership and the board.

Benefits

• Competitive compensation based on experience
• Health, dental and vision benefits
• Hybrid work flexibility with in-office collaboration in Austin
• 401(k) with matching company contribution
• Flexible PTO policy
• Ground-floor opportunity in a well-funded, fast-growing healthcare technology company

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed