Director of Customer Success — Player-Coach for Growth

Crystal Practice Management; Austin (TX); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Hybrid work flexibility

Health, dental and vision benefits

401(k) with matching company

Flexible PTO policy

Ground-floor opportunity in a well‑fed

Job summary

Crystal Practice Management in Austin is seeking a player-coach to build and lead the Customer Success function, owning retention and expansion across the post-sale base and personally managing high-value accounts.

You'll create health scoring, renewal plays, success plans, and QBR cadences, determine coverage, hire right talent, and coach CS professionals to grow into senior roles while the team scales with the business.

Qualifications

• 7+ years in Customer Success or Account Management in B2B SaaS.
• 2+ years leading or player-coaching a CS team.
• Hiring experienced CSMs and developing ramp programs.
• Ownership of renewals and expansion with GRR/NRR metrics.
• Experience building CS infrastructure: health scoring, plays, reviews.
• SMB or mid-market SaaS; healthcare domain a plus.
• Salesforce proficiency and comfort with reporting.
• Active AI leverage in daily work to automate prep/outreach.

Responsibilities

• Own retention and growth across post-sale customer base.
• Personally manage high-touch accounts and save at-risk ones.
• Define health scoring, renewal plays, success plans, and QBR cadences.
• Determine CS staffing needs and write the playbook.
• Hire and develop CS talent; build Jr CSM pathway.
• Collaborate with Sales on renewals and expansions.

Skills

Customer Success

Account Management

Renewals

CS infrastructure

Salesforce

AI tools

Leadership

Job description

Crystal Practice Management in Austin is seeking a player-coach to build and lead the Customer Success function, owning retention and expansion across the post-sale base and personally managing high-value accounts.

You'll create health scoring, renewal plays, success plans, and QBR cadences, determine coverage, hire right talent, and coach CS professionals to grow into senior roles while the team scales with the business.