Director, Customer Success

PracticeTek; San Diego (CA); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Health, dental, vision

Wellness benefits

Flexible PTO

401(k) match

Holidays

Job summary

PracticeTek seeks an experienced senior leader to guide Customer Success Operations and Professional Services, delivering onboarding, support, and digital services for 40,000+ clinics. You’ll shape strategy, coach leadership, and drive scalable processes across geographies and channels.

You’ll align Sales, Product, and Marketing to optimize customer journeys, elevate CSAT, and implement AI-driven improvements, while fostering a high-growth culture and agile execution.

Qualifications

• 10+ years in software/SaaS, incl. 6+ years leading large-scale customer support, success, or contact center teams
• Experience leading 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
• 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, 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 (e.g., website builds, digital advertising)
• 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, ensuring customer success strategies support broader company goals

Skills

People leadership

Customer Success

Data-driven leadership

AI-driven efficiency

Cross-functional collaboration

Sales & Marketing alignment

Salesforce Tableau

Multi-channel support

Strategic planning

Remote/hybrid leadership

Tools

Salesforce

Tableau

Excel

PowerPoint

Job description

AboutPracticeTek

Stopscrolling-your dream job might just be here! AtPracticeTek, wedon’tdoordinary, 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’sthe vibe here: high-energy, high-impact, and 100% human. Ready to jump in?Let’sgo!

We’reon a mission torevolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare.PracticeTekis 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.Over the years,we’vebrought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here,you’llhave the flexibility to contribute across multiple brands, each offering a unique path for growth. Whetheryou’rebuilding products, supporting customers, or driving strategy, your journey withPracticeTekis full of opportunity.

We believe in showing up with consistent care,staying alwaysahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision.These aren’t just words; they’re how we live, work, and make an impact together.

AtPracticeTek,you’llget to:

• Shape the future of healthcare with technology solutions that continually evolve to meet real-world needs.
• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
• See your impact firsthand by helping practices deliver carethat’ssimpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

AboutThe Team

Doctibleis on a mission to reimagine thepatientexperience from start to finish. As part of thePracticeTekfamily, 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 ofvision, execution, and transformation. You will partner closely with senior leadership to bring structure, clarity, and follow-through to a fast-moving organization.

You’lllead a team with strong potential that requires continued development and operational maturity. Success means balancinghigh expectationswith 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.

WhatYou’llDo

Here’showyou’llhelp 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.

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

As part of the TekTribe,you’llenjoy:

• 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’reexcited 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 where you’re most productive.

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together.

The Fine Print (That Really Matters)

AtPracticeTek, 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 PracticeTekand its employees.