Director of Customer Success

The Brydon Group

. Own the full post-sale customer lifecycle across onboarding, support, retention, and expansion .

Posted 9/30/2026full-timeRemote • Florida • United StatesLead💰 $120,000 - $180,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on revenue cycle management, customer retention, and expansion strategies. Proficient in building scalable processes, analyzing customer health metrics, and leading cross-functional teams to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementRevenue Cycle ManagementTeam LeadershipEHR Workflow TroubleshootingCustomer Success Technology Stack

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Retention StrategiesHealth Score DevelopmentData AnalysisBilling Dispute ManagementImplementation PlanningRevenue OperationsSales EnablementCustomer IntegrationMetrics ReportingProcess Standardization

Soft Skills

Strong Communication SkillsCoaching and MentoringProblem-SolvingRelationship ManagementExecutive Escalation Handling

Tools & Technologies

CRM SoftwareCustomer Success PlatformsTicketing ToolsEHR/EMR SoftwarePractice Management Software

Industry Keywords

B2B SaaSHIPAA ComplianceOutpatient RehabPhysical TherapyPE-Backed Environments

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)