# Director, Customer Success

**Company:** [PracticeTek](https://hotfix.jobs/companies/practicetek)
**Location:** San Diego, CA
**Role:** Customer Success
**Salary:** $130k – $150k/yr
**Experience:** 10+ years
**Skills:** Customer Success, Professional Services, AI Automation, Salesforce, Tableau, ChatGPT, Claude, Multi-Channel Support, Kpi Management, Cross-Functional Leadership
**Posted:** 2026-07-13

> Lead and scale a 50+ person Customer Success and Professional Services team for a healthcare SaaS platform. Drive operational excellence using AI/automation, own the customer lifecycle from onboarding to retention, and partner cross-functionally to improve CSAT, efficiency, and scalability.

## Job Description

## 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.

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