Director of Customer Success - Confidential Brydon Portfolio

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.

• 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.

• 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.

• 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.

• Lead the support team and set service standards (response and resolution times, NPS, CSAT, quality).
• Build tiered support, a help centre and self‑service content, and clean escalation paths to Product/Engineering and the RCM team.
• Use ticket trends…