Director, Customer Success

What You'll Do

• Lead and scale a 50+ person Customer Success Operations and Professional Services team across onboarding, support, retention, and digital service delivery (websites, advertising), ensuring consistent, high-quality outcomes.
• 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), ensuring a seamless and dependable experience.
• 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.

Requirements

• 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, 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 (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.

Nice-to-Haves

• Experience in healthcare technology or SaaS platforms serving clinics/practices.

Compensation & Benefits

• Base compensation: $130,000 - $150,000 (determined by market data, internal equity, skills, and experience).
• Eligible for benefits including health, dental, vision, flexible PTO, sick time, 10 company-paid holidays, 401(k) with company match.
• May be eligible for additional compensation such as bonuses or equity.