Director of Customer Success - Confidential Brydon Portfolio Company
The Brydon Group · Remote · $120,000–$180,000 (stated in the posting)
This company builds the EHR and revenue cycle services that help pediatric therapy practices (physical therapy, occupational therapy, and speech therapy) run their clinics and get paid. We’re growing fast, both organically and through acquisitions, and we’re investing in the operating infrastructure to match. Every day, physical, occupational, and speech therapists do some of the most meaningful work in healthcare, helping children build skills that shape the rest of their lives. Our job is to make that work easier, so clinicians can spend less time fighting paperwork and payers and more time with the kids and families who need them.
Backed by The Brydon Group, we're a software and services company with a clinician-first product, an experienced billing team, and a customer base that has grown through trust and word-of-mouth. The pediatric therapy market is large, growing, and ripe for innovation.
The Director of Customer Success owns the full post-sale customer lifecycle: onboarding, support, retention, and expansion. You’ll be the first dedicated leader of this function, accountable for net revenue retention across both our software subscriptions and billing services.
You’ll inherit a working team and real customer relationships, and your job is to turn them into a scalable, metrics-driven function. Currently the team consists of one customer success manager, one onboarding/implementation specialist, and one customer support (initially 3, growing). You will be building health scoring and early-warning systems, tightening onboarding so clinics reach value quickly, running support at a consistently high bar, and growing accounts through upsell and cross-sell into our RCM and add-on products.
This is a hands-on leadership role in a fast-paced, acquisitive company. You’ll partner closely with the CEO, Sales, Engineering, and our RCM team, and you’ll bring customers from acquired businesses into a consistent experience.
Expansion revenue (upsell & cross-sell)
- Own a net-new expansion target across the installed base, including cross-sell of billing/RCM services to EHR-only customers and add-on modules to existing accounts.
- Build a repeatable expansion motion: account planning, whitespace analysis, qualified handoffs to Sales where needed, and clear rules of engagement on who closes what.
- Own renewals and pricing conversations with existing customers in partnership with Finance.
Retention & proactive health management
- Design and run a customer health score using product usage, support volume, billing performance, and sentiment data.
- Build early-warning triggers and intervention playbooks so at-risk accounts are caught months before renewal, not weeks.
- Segment customers (e.g., by clinic size, product mix, revenue) and set the right engagement model for each: high-touch, pooled, or digital.
- Run business reviews with key accounts and serve as the executive escalation point for complex or at-risk relationships.
- Analyze churn and downgrade root causes and inform fixes across Engineering, Support, and RCM.
Onboarding & implementation
- Own the onboarding experience from signed contract to live clinic for both EHR and RCM customers, including data migration, configuration, training, and go-live.
- Set and hit time-to-value targets; standardize implementation plans so every new clinic gets a consistent, predictable launch.
- Lead onboarding and migration of customers from acquired companies onto our platform, in partnership with Engineering and RCM leadership.
Customer support
- Lead the support team and set service standards (response and resolution times, NPS, CSAT, quality).
- Build tiered support, a help center and self-service content, and clean escalation paths to Product/Engineering and the RCM team.
- Use ticket trends to surface product issues and training gaps.
Invoicing & collections
- Partner with Finance to design and implement customer invoicing and collections processes that ensure accurate, timely payment.
- Set reminder cadences and escalation steps for past-due accounts, and make sure customers understand their invoices.
- Own the customer-facing side of collections: resolve billing disputes quickly and address past-due balances before they put the relationship at risk.
- Use payment behavior as an input to customer health scoring and renewal planning.
Team, systems & operations
- Hire, coach, and grow the CS, onboarding, and support teams; set clear goals, capacity models, and career paths.
- Create playbooks, best practices, and repeatable processes that scale with growth and acquisitions.
- Evaluate and implement the CS tech stack (CRM, CS platform, ticketing, analytics) and keep data clean enough to trust.
- Report CS metrics and trends to the CEO and executive team on a regular cadence; own the CS budget.
Voice of the customer
- Bring structured customer feedback into product roadmap and go-to-market decisions.
- Develop references, case studies, and customer advocates with Marketing.
- Maintain HIPAA-compliant practices across all customer-facing work.
Requirements
How success is measured
You’ll own these metrics and report on them monthly. Targets will be set together in your first 90 days
- Revenue retention: Net revenue retention (NRR), gross revenue retention (GRR), logo churn
- Expansion: Expansion ARR, cross-sell attach rate (EHR → RCM), renewal rate
- Customer health: At-risk accounts saved, NPS
- Onboarding: Time to go-live, time to first value, onboarding CSAT, early-life churn (first 6–12 months)
- Support: First response and resolution time, CSAT, ticket volume per customer, backlog
- Team & efficiency: ARR per CS headcount, team retention and engagement
- Invoicing & collections: Along with Finance: Days sales outstanding (DSO), % of invoices paid on time, past-due balances over 60/90 days, billing dispute resolution time
What you bring
- 5+ years in customer success, account management, or implementation in B2B SaaS or tech-enabled services, including 3+ years leading teams.
- Deep revenue cycle management expertise, required: eligibility and authorizations, charge capture, claims submission, denials, payer rules, and A/R follow-up. You can diagnose why a clinic isn’t getting paid and speak credibly with billing teams and clinic owners.
- A track record of improving retention and growing expansion revenue.
- Experience building health scores, playbooks, and scalable processes.
- Comfort working from messy data to clear decisions and report on metrics.
- Strong technical aptitude: you learn software fast, can troubleshoot EHR workflows, and communicate customer problems into solutions. Hands-on with CRM, CS platforms, and ticketing tools; you’ve selected and rolled out tools before.
- Strong communicator who can hold conversations with clinic owners and influence peers internally.
- Comfortable being both player and coach: you’ll manage accounts and escalations while building the function.
- Working knowledge of HIPAA and a strong commitment to confidentiality.
Nice to have
- Experience in outpatient rehab or physical therapy (clinic operations, billing, or software).
- Direct EHR/EMR or practice management software experience.
- Customer integration experience after an acquisition, including platform migrations.
- Background in PE-backed or similarly high-accountability environments.
- Revenue operations or sales enablement experience.
Benefits
- $120K -$180K OTE commensurate with experience
- Location: Orlando preferred or remote (US, ET/CT)
- Travel: 20% travel to Orlando for remote hire
- Reports to: Chief Executive Officer