Manager, Customer Success

1 month, 1 week ago
Full-time
Senior
Customer and Technical Support
PracticeTek

PracticeTek

PracticeTek is an innovative software and services company empowering healthcare clinics in the retail healthcare market with solutions that enhance patient experiences and streamline clinic operations.

Health Care Providers & Services
51-250
Founded 2020

Description

  • Lead and develop a high-performing customer support team to deliver consistent, exceptional service.
  • Establish and optimize support processes to improve response times, resolution quality, and customer satisfaction.
  • Partner cross-functionally with Product, Engineering, and Customer Success to resolve issues and escalate trends.
  • Monitor support metrics and team performance to identify opportunities for efficiency, quality, and scalability.
  • Build a customer-centric culture focused on clear communication, accountability, and continuous improvement.
  • Maintain a seamless customer experience by helping practices get timely and effective support.
  • Support hiring manager and cross-functional partner alignment through strong team leadership and collaboration.

Requirements

  • 4+ years of experience in customer support, including 1–2 years in a leadership or management role.
  • Experience in a SaaS environment is preferred.
  • Proven ability to lead, coach, and develop support teams in a fast-paced, high-growth environment.
  • Strong understanding of support tools such as Zendesk and Intercom, and ticketing workflows.
  • Data-driven mindset with experience using metrics to improve team performance and customer outcomes.
  • Excellent communication and problem-solving skills.
  • Commitment to building inclusive teams and maintaining compliance with company policies and applicable regulations.

Benefits

  • Competitive compensation expected to be between $68,000 and $85,000.
  • Comprehensive health, dental, and vision coverage options.
  • Wellness benefits that support lifestyle, behavioral health, and overall wellbeing.
  • Flexible paid time off, sick time, and 10 company-paid holidays.
  • 401(k) plan with company match.
  • Eligible for additional compensation such as bonuses or equity, as applicable.
  • A workplace culture powered by innovation, collaboration, energy, and connection.

Interested in this position?

Apply directly on the company website

Apply Now

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