Director, Customer Success

PracticeTek; Las Vegas (NV); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Comprehensive benefits

401(k) plan with company match

Flexible paid time off

Hybrid/remote work options

Wellness programs

Culture & community initiatives

Job summary

PracticeTek is seeking a strategic, hands‑on leader to guide Customer Success Operations and Professional Services. You will shape governance, coach leaders, and drive scalable processes—from onboarding to digital service delivery—while leveraging AI, automation, and outsourcing to raise CSAT and efficiency.

You’ll partner with Sales, Product, and Marketing to ensure consistent customer experiences across channels, while scaling geographies and delivery models in a fast‑moving organization.

Qualifications

• 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, andChannels, 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

Responsibilities

• Lead and scale a 50 person Customer Success Operations and Professional Services team across onboarding, support, retention, and digital service delivery (websites, advertising)
• Establish clear roles, KPIs, processes, and provide coaching while building leadership bench strength
• Own the end‑to‑end customer lifecycle including onboarding, support, and delivery of Professional Services
• Drive AI, automation, and outsourcing initiatives to scale delivery and reduce manual effort
• Partner with Sales, Product, and Marketing to align on customer experience and digital service offerings

Skills

Leadership

Operations Management

Customer Success

AI/Automation

Cross-functional Collaboration

Data Analytics

Salesforce

Tableau

Excel/PowerPoint

Strategic Planning

Tools

Salesforce

Tableau

Excel

PowerPoint

Job description

About Doctible

Doctible is on a mission to reimagine the patient experience from start to finish. As part of the PracticeTek family, we give healthcare practices the tools to connect with patients in ways that feel simple, seamless, and human. From online scheduling and two-way texting to reputation management, reminders, and surveys, our platform makes every interaction effortless. The result? Happier patients, stronger practices, and providers who can focus more energy on delivering outstanding care.

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.

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
• Ability to operate in fast‑paced, evolving environments, bring structure, prioritization, and execution discipline to a fast‑moving organization

Benefits

As part of the TekTribe, you’ll enjoy:

• 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

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. spending three days each week collaborating in the office and the rest working from wherever you’re most productive.

The Fine Print (That Really Matters)

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 []. 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.