Director, Customer Success

About PracticeTek

We don't do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Ready to jump in? Let's go!

PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide.

What This Role Requires

This role sits at the intersection of vision, execution, and transformation. You will partner closely with senior leadership to bring structure, clarity, and follow-through to a fast-moving organization. You'll lead a team with strong potential that requires continued development and operational maturity. Success means balancing high expectations with hands-on coaching, while building the systems, accountability, and discipline needed to scale.

What You'll Do

Here's how you'll help us bring our mission to life and show up as a Trusted Partner:

• Operational Leadership & Team Performance
• 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.
• Team Structure, Coaching & Development
• 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.
• Customer Experience & Lifecycle Ownership
• 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.
• Operational Excellence, AI & Scalability
• 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.
• Cross-Functional Alignment & Strategic Impact
• 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.

Requirements

• Competencies for Success
• 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
• Able to operate in fast-paced, evolving environments, bring structure, prioritization, and execution discipline to a fast-moving organization

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 to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day

The Fine Print

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate's skills and experience. For this position, we reasonably expect to pay between $130,000 - $150,000. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.