Director of Customer Success

Title: Director of Customer Success (Find Patients)
Team: Customer Success
Location: San Diego, CA - Hybrid - In office 3x per week
Reports To: Senior Director, Customer Success

About PracticeTek
Stop scrolling-your dream job might just be here! At PracticeTek, we don’t do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That’s the vibe here: high-energy, high-impact, and 100% human. Ready to jump in? Let’s go!

We’re on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. Here, you’ll have the flexibility to contribute across multiple brands, each offering a unique path for growth. Whether you’re building products, supporting customers, or driving strategy, your journey with PracticeTek is full of opportunity.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

At PracticeTek, you’ll get to:

• Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
• Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
• See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone.
• Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

Why You’ll Love It Here

As part of the TekTribe, you’ll enjoy:

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging

The Career Opportunity

As Director of Customer Success – Find Patients, you will oversee the full customer support lifecycle—from onboarding and training to multi-channel service delivery—ensuring every interaction is dependable, seamless, and rooted in genuine care. You will be responsible for stabilizing and scaling operations while building a culture that anticipates customer needs, simplifies complexity, and fosters trust through transparency and accountability.

You will manage 6+ direct reports who lead a 50+ person Customer Success Operations team and act as a key connector to executive leadership. Beyond operational oversight, you will provide coaching and mentorship to create stability, confidence, and growth for the team. A central focus will be defining clear roles, responsibilities, KPIs, and processes that bring structure, clarity, and efficiency while ensuring the team feels supported and engaged in delivering their best work.

Reporting to the Sr. Director of Customer Success, you will champion the voice of the customer and align people, processes, and platforms to deliver consistent value and experiences customers can rely on. This role is ideal for a people-first leader who balances operational excellence with genuine care, driving meaningful transformation through both tactical execution and strategic vision.

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Lead and scale a 50-person Customer Success Operations team across onboarding, training, support, and retention.
• Define and implement roles, responsibilities, KPIs, and processes that create team clarity, accountability, and stability.
• Provide coaching, mentorship, and consistent support to build confidence, engagement, and long-term growth within the team.
• Design and launch initiatives that improve customer experience, streamline operations, and enable scalability.
• Own and evolve customer health metrics (e.g., CSAT, retention, churn) in alignment with company goals.
• Partner cross-functionally with Sales, Product, and Marketing to ensure a seamless and cohesive customer journey.
• Apply automation, AI, and outsourcing strategies to optimize service delivery and efficiency.
• Foster a people-first, performance-driven culture that emphasizes care, integrity, and accountability.
• Lead the resolution of complex customer escalations, driving root-cause solutions and continuous improvement.

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

• 10+ years in software/SaaS, including 6+ years leading large-scale customer support or contact center teams.
• Proven ability to manage 50+ person teams across multiple geographies and support channels.
• Strong, data-driven leadership with a record of improving CSAT, retention, and operational KPIs.
• Demonstrated success in scaling support operations and driving change across diverse, established teams.
• Strategic thinker with hands-on ability to align people, processes, and systems.
• Proficiency in Salesforce, Tableau, Zendesk (or similar tools) and advanced Excel/PowerPoint skills.
• Deep understanding of multi-channel and self-service support models.

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better. Together.

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $125,000-$135,000/yr. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.