Director, Customer Success

Director, Customer Success role at PracticeTek, a leading retail-healthcare tech provider, responsible for leading a 50+ person Customer Success Operations and Professional Services team, driving customer experience and lifecycle ownership, and implementing operational excellence initiatives.

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

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