Director of Customer Success

🕒 Setembro 30

🐊 Florida – Remoto

🐊 Florida – Remote

💵 $120.000 - $180.000 / ano

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 9%

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The Brydon Group

SiteLinkedInTodas as Vagas

1 - 10 funcionários

💸 Finanças

🤝 B2B

💼 Consultoria

Finance • B2B • Consulting

O Brydon Group faz parceria com empreendedores para adquirir pequenas empresas e apoiar a transição eficaz dessas empresas para a próxima geração de proprietários.

Descrição

• Own the full post-sale customer lifecycle across onboarding, support, retention, and expansion • Own net revenue retention across software subscriptions and billing services • Build a scalable, metrics-driven customer success function • Lead expansion revenue through upsell and cross-sell of billing/RCM services and add-on modules • Own renewals and pricing conversations with existing customers in partnership with Finance • Design and run customer health scoring, early-warning triggers, and intervention playbooks • Segment customers and establish appropriate engagement models • Run business reviews and serve as executive escalation point for complex or at-risk relationships • Analyze churn and downgrade root causes and inform cross-functional fixes • Own onboarding from signed contract to live clinic, including data migration, configuration, training, and go-live • Standardize implementation plans and lead migrations from acquired companies • Lead customer support and establish service standards • Build tiered support, help center content, self-service resources, and escalation paths • Partner with Finance on invoicing and collections processes • Manage billing disputes and past-due balances • Hire, coach, and grow customer success, onboarding, and support teams • Create scalable playbooks, best practices, and repeatable processes • Evaluate and implement the customer success technology stack • Report customer success metrics and trends to the CEO and executive team • Own the customer success budget • Bring customer feedback into product roadmap and go-to-market decisions • Develop references, case studies, and customer advocates with Marketing • Maintain HIPAA-compliant practices across customer-facing work

🎯 Requisitos

• 5+ years in customer success, account management, or implementation in B2B SaaS or tech-enabled services • 3+ years leading teams • Deep revenue cycle management expertise, including eligibility and authorizations, charge capture, claims submission, denials, payer rules, and A/R follow-up • Track record of improving retention and growing expansion revenue • Experience building health scores, playbooks, and scalable processes • Ability to work from messy data to clear decisions and report on metrics • Strong technical aptitude, including troubleshooting EHR workflows • Hands-on experience with CRM, customer success platforms, and ticketing tools • Experience selecting and rolling out tools • Strong communication skills with clinic owners and internal peers • Comfortable managing accounts and escalations while building the function • Working knowledge of HIPAA and strong commitment to confidentiality • Experience in outpatient rehab or physical therapy preferred • Direct EHR/EMR or practice management software experience preferred • Customer integration experience after an acquisition preferred • Background in PE-backed or similarly high-accountability environments preferred • Revenue operations or sales enablement experience preferred

🏖️ Benefícios

• Remote work option in the United States, with Orlando preferred • 20% travel to Orlando for remote hires • $120K–$180K OTE commensurate with experience (base salary not explicitly separated from OTE)

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