Director of Customer Success — AI-Driven Scale Leader

PracticeTek; San Diego (CA); Hybrid; 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

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.