Head of Customer Success & Growth

Crystal Practice Management; Austin (TX); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, vision benefits

Hybrid work flexibility in Austin

401(k) with matching company contrib.

Flexible PTO

Ground-floor opportunity

Job summary

Crystal Practice Management is seeking a player-coach to build and lead its Customer Success function. You will own retention and growth across a high-touch post-sale base and personally manage key accounts. You’ll craft health scoring, renewal plays, success plans, and QBR cadence for scalable coverage.

You’ll hire experienced CS talent, develop a Jr CSM pathway, and implement a team-wide playbook that’s actually used, with strong emphasis on renewals and expansion.

Qualifications

• 7+ years in Customer Success or Account Management in B2B SaaS.
• Track record of hiring experienced CSMs and developing people into CS roles.

Responsibilities

• Own retention and growth across the post-sale customer base; manage high-touch accounts.
• Write health scoring, renewal plays, success plans, business reviews, and the coverage model.

Skills

Team leadership

Hiring and ramping

Client retention

Renewal negotiations

Strategic account growth

AI tools usage

SFDC/Salesforce reporting

Tools

Salesforce

Job description

Crystal Practice Management is seeking a player-coach to build and lead its Customer Success function. You will own retention and growth across a high-touch post-sale base and personally manage key accounts. You’ll craft health scoring, renewal plays, success plans, and QBR cadence for scalable coverage.

You’ll hire experienced CS talent, develop a Jr CSM pathway, and implement a team-wide playbook that’s actually used, with strong emphasis on renewals and expansion.