Director of Customer Success (Founding)

Pax Recruiting; Austin (TX); Hybrid; USD 150,000 - 210,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Hybrid work flexibility with in-office

401(k) with matching company

Job summary

Pax Recruiting is assisting a healthcare technology client in Austin, TX or remotely, seeking a Director of Customer Success. This player-coach role will own retention and expansion across post-sales accounts and personally manage high-touch clients.

You'll design the CS operating model, health scoring, renewal plays, and a scalable team path from junior to senior CSMs, with a focus on long-term value and cross-functional collaboration.

Qualifications

• 7+ years in Customer Success or Account Management in B2B SaaS, including leadership.
• Experience hiring and developing CSMs from Support/Training/Implementation.
• Ownership of renewals and expansions with GRR/NRR visibility.
• Built CS infrastructure: health scoring, coverage models, renewal plays.
• Experience in SMB or mid-market SaaS; healthcare domain a plus.
• Proficient with Salesforce and data-driven forecasting.
• Active use of AI tools to automate prep, outreach, and reporting.

Responsibilities

• Build and lead the Customer Success function and team.
• Own retention and growth across the post-sale base and high-touch accounts.
• Create health scoring, renewal plays, success plans, and QBR templates.
• Define coverage models and hiring plans for CSMs.
• Coach and advance internal talent from support to senior CS roles.
• Deliver renewals negotiations and strategic account reviews.

Skills

CS leadership

Renewals ownership

Expansion strategies

Team building

Playbook development

Health scoring

QBR cadence

AI-enabled workflows

Tools

Salesforce

Job description

Austin, TX or Remote | Full-Time | Reports to the VP of Customer Experience

Background

Our client is an established, fast-growing healthcare technology company providing mission-critical software that healthcare professionals rely on every day. Its platform supports core functions including practice management, billing, scheduling, and payments.

With new leadership, fresh growth capital, and ambitious plans for the next stage of growth, the company is at an inflection point. This is not an early-stage startup—it is an established market leader focused on long-term value creation and building the team, product, and infrastructure needed to support continued growth.

We're looking for a Director of Customer Success to help build and lead the company's Customer Success function.

The Role

This is a player-coach role for someone who wants to build the Customer Success function and the team that runs it. You'll report to the VP of Customer Experience, own retention and growth across the post-sale customer base, and personally carry the high-touch accounts that matter most: newly onboarded practices and those at risk of churning. You won't inherit a 20-person organization or a polished playbook. There isn't one yet. You'll write it: health scoring, renewal plays, success plans, business reviews, and the coverage model that determines how many CSMs are needed and where. You'd rather run a save call yourself on Tuesday and coach a new CSM through their first renewal on Thursday than present a strategy deck about either.

You'll build the team with a mix of experienced CSMs from outside the organization and people already within it. Some of the company's best future CSMs are currently answering support tickets and training practices on the platform. You'll hire the right outside talent and design the path that turns a strong support representative or trainer into a Junior CSM, then a CSM who owns a book of business.

You'll be judged on how well the entire team performs.

What Success in This Role Looks Like

• You've protected the base. GRR is up and renewals land on time. Churn doesn't surprise anyone because at-risk accounts had a save plan months before the contract date.
• You've built a strong bench. You've hired strong CSMs from outside and established a Junior CSM pathway for internal promotions.
• You've grown the accounts. Your team identifies opportunities involving new offices, additional doctors and staff, and product adoption, then hands Sales a deal that's already diagnosed.
• You've built a playbook people actually use. Health scoring, renewal plays, success plans, and QBR templates live in Salesforce and get used every week. If you took a month off, the team would keep running.
• Customers can prove the value. Strategic accounts have a before-and-after story on a workflow or financial metric, and adoption of products, integrations, and services is climbing across the book.
• Leadership trusts your numbers. The VP of Customer Experience and the board trust your renewal forecast, and you can explain the story behind every dollar of churn and expansion.

Qualifications

• 7+ years in Customer Success or Account Management in B2B SaaS, including at least 2 years leading or player-coaching a Customer Success team
• A track record of hiring experienced CSMs and developing people into Customer Success roles from Support, Training, or Implementation. You've built a ramp program and can point to the people it produced.
• Personal ownership of renewals and expansion, with GRR and NRR numbers to show for it. You're not a leader who only manages the dashboard. You can still run a renewal negotiation and a termination conversation yourself.
• Experience building Customer Success infrastructure from scratch: health scoring, segmentation and coverage models, success plans, renewal playbooks, and QBR cadences
• SMB or mid-market vertical SaaS experience. Healthcare, optometry, ophthalmology, EMR, payments, or revenue cycle experience is a strong plus.
• Salesforce proficiency and comfort building the reports you forecast from
• Active use of AI tools. You use AI daily, try new capabilities as they emerge, and look for ways to automate account preparation, outreach, and reporting so a small team can cover a large book of business.

Personal Attributes

• Talent scout with a high bar. You see a future CSM in the support representative who always goes one step further, and you'll still tell them plainly when something isn't working.
• Player-coach, emphasis on both. You'll run the hardest renewal on the board, then debrief it with your newest CSM the same afternoon.
• Commercially unafraid. Price increases, terminations, and churn calls don't make you flinch. You'd rather have the hard conversation in March than explain a lost renewal in June.
• Builder who writes it down. If it only works because you're in the room, you haven't built it yet.
• Knows enough to be dangerous. You're knowledgeable enough across EHR, billing, scheduling, and payments to diagnose the problem, and humble enough to bring in the expert to solve it.
• Competitive compensation based on experience
• Health, dental, and vision benefits
• Hybrid work flexibility with in-office collaboration in Austin
• 401(k) with matching company contribution
• Flexible PTO policy
• Ground-floor opportunity in a well-funded, fast-growing healthcare technology company