Director of Customer Success

🔥 22 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $120k - $180k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 8%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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The Brydon Group

WebsiteLinkedInAll Job Openings

1 - 10 employees

💸 Finance

🤝 B2B

💼 Consulting

Finance • B2B • Consulting

The Brydon Group is a firm that partners with outstanding entrepreneurs to acquire small businesses. The company focuses on supporting the effective transition of these businesses to the next generation of owners, facilitating growth and continuity in the small business sector.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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)