Director - Customer Experience Strategy and Operations

March 15

🤠 Texas – Remote

Although this job is listed in Texas, this company may be open to hiring remote in other states.

⏰ Full Time

🔴 Lead

⚙️ Operations

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Therapy Brands

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Therapy Brands is a company that provides integrated, flexible practice management solutions tailored for mental and behavioral health professionals, including those in therapy, PT, OT, speech therapy, and more. The company offers comprehensive EHR and practice management systems designed to streamline workflows, improve user experience, and enhance clinical retention. Therapy Brands is committed to compliance with legal and security standards, offering secure and customizable solutions that cater to a variety of healthcare needs, especially focusing on mental health, substance use recovery, and applied behavior analysis. The company supports over 200,000 providers, providing tools like e-prescribing, billing, and scheduling to help practitioners spend more time with clients and less on administrative tasks.

practice management software • electronic health records • revenue cycle management • patient engagement • clinical data capture

201 - 500 employees

⚕️ Healthcare Insurance

💰 Private Equity Round on 2018-07

📋 Description

• We are seeking a dynamic and experienced Director of Customer Success to lead our customer success strategy, oversee program management, and manage our customer portfolio. • Develop and execute a comprehensive, data-driven customer success strategy that aligns with corporate objectives and industry best practices. • Lead customer success initiatives that enhance retention, expansion, and overall customer satisfaction. • Define and optimize the customer journey, leveraging technology and automation to improve scalability. • Utilize customer insights and market trends to anticipate needs and proactively drive engagement. • Design, deploy, and refine customer-centric programs, tools, and resources that deliver value and foster customer loyalty. • Implement high-impact, low-touch strategies to scale customer success operations effectively. • Oversee the execution of customer success playbooks to ensure consistency and effectiveness in customer interactions. • Monitor key performance indicators (KPIs) and industry benchmarks to continuously improve programs. • Develop and maintain strong relationships with key customers, acting as a trusted advisor to drive long-term success. • Ensure a proactive approach to customer engagement by deeply understanding their business needs and industry challenges. • Establish and maintain a customer feedback loop to continuously improve customer success strategies and programs. • Facilitate, navigate, and resolve customer escalations with a solutions-driven approach. • Manage a diverse customer portfolio, ensuring tailored engagement strategies to maximize value and retention. • Partner with sales, marketing, product, and support teams to create a seamless customer experience. • Work closely with product teams to ensure customer feedback directly influences product development and enhancements. • Align customer success initiatives with revenue goals, working collaboratively with sales and account management teams to identify expansion opportunities. • Leverage analytics and data-driven insights to refine customer success strategies and drive continuous improvement. • Develop and manage customer health scorecards to proactively identify risks and opportunities. • Provide regular reporting on key customer success metrics to senior leadership, offering strategic recommendations for ongoing improvements.

🎯 Requirements

• Bachelor’s degree in Business, Marketing, or a related field ideal; MBA preferred. • 8+ years of experience in customer success, account management, or a related field, with at least 5 years in a senior leadership role. • Proven experience leading customer success in the SaaS industry and high-velocity EHR products, with a deep understanding of subscription-based business models and customer success best practices. • Strong leadership and team management skills, with the ability to inspire, mentor, and develop high-performing teams. • Excellent communication and interpersonal skills, with a track record of building strong relationships with both customers and internal stakeholders. • Highly analytical and data-driven, with experience leveraging metrics to inform strategy and decision-making. • Passionate about customer success, with a customer-first mindset and a commitment to delivering exceptional experiences. • Experience in portfolio management, ensuring strategic oversight and optimized engagement for a broad customer base. • Ability to thrive in a fast-paced, evolving environment and manage multiple priorities effectively.