The Brydon Group

Customer Success Manager

• 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

Director of Customer Success

Events

• Support execution and optimization of integrated demand generation campaigns across email, paid, organic, and partner channels to drive pipeline and awareness
• Support planning and on-site execution for conferences and trade shows, including logistics, booth strategy, staffing coordination, and pre/post-event follow-up
• Support brand marketing efforts, including messaging consistency, content development, and campaign creative
• Contribute to product marketing initiatives such as launches, sales enablement content, and positioning
• Collaborate with channel and technology partners on co-marketing campaigns, joint content, and shared events
• Manage marketing programs in HubSpot, including campaign builds, email sends, landing pages, and workflow automation
• Track, analyze, and report on campaign performance and ROI
• Manage vendor and event budgets, timelines, and deliverables
• Report to the Director of Marketing
• Work closely with sales, partnerships, customer success, and leadership to bring TestAssure's story to the market

Director of Customer Success

Marketing and Events Manager