Director, Customer Success

About PracticeTek

We don't do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That's the vibe here: high-energy, high-impact, and 100% human.

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. This is not a passive leadership role—you will drive change, challenge the status quo, and implement improvements, particularly through AI, automation, and modern support models to increase 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
• Ability 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

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.