Director, Customer Success
New
P
PracticeTekHealthcare Technology
We’re excited to consider remote candidates for this role! That said, if you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup.Full-TimeDirector
Salary$130,000 - $150,000
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Job Details
- Experience
- 10+ years in software/SaaS, including 6+ years leading large-scale customer support, success, or contact center teams
- Required Skills
- Artificial IntelligenceSalesforceTableauMicrosoft ExcelCustomer SuccessSaaSPowerPoint
Requirements
- 10+ years in software/SaaS
- 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
- Experience overseeing or partnering with Professional Services delivering digital solutions
- Strong data-driven leadership with a track record of improving CSAT, retention, and operational KPIs
- 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
- Deep understanding of multi-channel support models, including 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
Responsibilities
- Lead and scale a 50+ person Customer Success Operations and Professional Services team across onboarding, support, retention, and digital service delivery.
- 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.
- 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.
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