Director of Customer Success & AI-Driven Growth

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

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.