Director of Customer Success

Our Company:

At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.

PracticeTek was established by healthcare professionals and entrepreneurs who share a common goal: deliver seamless, high-quality, on-demand healthcare, free of the confusing limitations of traditional technological platforms.

PracticeTek is a collection of innovative software companies working together to make healthcare easier, and more accessible, for everyone. We deliver robust software solutions that support practitioners, and foster exceptional patient experiences, contributing to the growth of healthcare clinics specializing in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy.

The Customer Success Department:

The Customer Success Department is vital for our company, proactively and reactively assisting our customers by troubleshooting and/or providing information regarding the software. Whether it is a quick fix or a multi-step process, each customer problem will require creative thinking, soft skills, and expertise to solve. It is essential to work with different departments to ensure the software is functioning to its full capacity and delighting our customers.

The Career Opportunity:
As Director of Customer Success- Ortho, you will oversee the full lifecycle of customer support—from onboarding and training to multi-channel service delivery—within a growing, multi-brand portfolio in the Orthodontic space. You will be responsible for both stabilizing and scaling operations, bringing strategic ingenuity to improve how support is structured, delivered, and experienced. This includes leveraging automation, AI, and outsourcing strategies to drive efficiency while optimizing team performance.

You will lead 4–5 direct reports who manage a 50-person Customer Success Operations team and will serve as a critical connector between the team and executive leadership. Your role goes beyond operational oversight: you will act as a thought partner, helping shape future-state service models, elevate team culture, and nurture high-potential talent into future leaders.

Reporting to the Sr. Director of Customer Success, you will champion the voice of the customer and play a pivotal role in aligning people, processes, and platforms to deliver a consistent, scalable, and beloved customer experience. This role is ideal for a dynamic, people-first leader ready to challenge the status quo, build strong cultural engagement, and drive operational transformation through both tactical execution and strategic leadership.

The position is based in San Diego, CA with a hybrid work schedule (3 days per week in office).

Areas of Accountability:

• Lead and scale a 50-person multi-brand Customer Success Operations team across onboarding, training, support, and retention.

• Design and implement initiatives that enhance customer experience, drive operational efficiency, and support long-term scalability.

• Achieve and evolve key customer health metrics aligned with company goals.

• Partner cross-functionally with Sales, Product, and Marketing to ensure a cohesive and consistent customer journey.

• Optimize support operations through process improvement, automation, AI, and strategic outsourcing.

• Develop and mentor future leaders; foster a performance-driven, people-first culture.

• Drive change management across a diverse team with varied tenures and working styles.

• Lead resolution of complex customer escalations, ensuring root-cause resolution and continuous improvement.

Competencies for Success :

• 10+ years in software/SaaS, including 5+ years leading large-scale customer support or contact center teams.

• Proven ability to manage 50+ person teams across multiple geographies and support channels.

• Data-driven leadership with a strong track record of improving CSAT, retention, and operational KPIs.

• Experience driving change within established teams and scaling support operations in dynamic environments.

• Strategic thinker with hands-on execution skills in people, process, and systems alignment.

• Expertise in Salesforce, Tableau, Zendesk (or similar tools) and advanced Excel/PowerPoint skills.

• Deep understanding of multi-channel and self-service support models.

At PracticeTek we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills. These considerations can cause compensation to vary but we reasonably expect to pay between $68,652 - $150,000 for this position.

We also believe in taking care of our people. Our comprehensive benefits package goes beyond the basics—with health coverage, flexible time off, wellness initiatives, retirement savings, and programs that support your growth and happiness both in and out of the workplace.

PracticeTek is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees, and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state, or local law.