Director of Customer Success

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of 1,700 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

Fullsteam is a leading provider of integrated payments and business management software solutions. Within the Healthcare & Practice Management vertical, we empower medical, dental, and other healthcare providers with innovative, cloud-based software that streamlines operations, enhances patient engagement, and improves financial performance. Our solutions help practices efficiently manage scheduling, billing, compliance, and payments, allowing them to focus on delivering quality patient care.

Job Summary:
The Director of Customer Success will lead and develop a high-performing customer success team within Fullsteam’s Healthcare & Practice Management vertical. This role is responsible for ensuring customer satisfaction, retention, and growth by optimizing the post-sale customer experience. The Director will work closely with cross-functional teams, including sales, product, and support, to drive customer engagement, improve adoption, and maximize customer lifetime value. The ideal candidate is a strategic leader with a deep understanding of customer success best practices in the healthcare technology space.

Primary Responsibilities:

• Develop and implement a customer success strategy that enhances client retention, satisfaction, and expansion.
• Lead, mentor, and scale a team of Customer Success Managers (CSMs) focused on proactive customer engagement and success planning.
• Establish and track key performance indicators (KPIs) to measure customer health, product adoption, and success outcomes.
• Drive a customer-first culture across the organization, advocating for customer needs in product development and service enhancements.
• Collaborate with Sales, Implementation, and Support teams to ensure seamless onboarding, adoption, and ongoing customer value.
• Partner with customers to optimize their use of Fullsteam’s solutions, ensuring they realize the full benefits of the platform.
• Develop customer training programs, success plans, and engagement initiatives to drive product utilization and satisfaction.
• Implement scalable processes and technology to enhance customer support and engagement.
• Analyze customer feedback and trends to identify opportunities for product and service improvements.
• Serve as an escalation point for key accounts and critical customer issues, ensuring timely resolution and satisfaction.
• Support renewals and upsell opportunities by identifying expansion possibilities and working closely with sales teams.

Skills & Competencies:

• Proven ability to develop and execute customer success strategies in the SaaS or healthcare technology sector.
• Strong leadership skills with experience in building, mentoring, and managing teams.
• Deep understanding of customer journey mapping, retention strategies, and success metrics.
• Excellent communication and relationship-building skills to engage with customers and internal stakeholders.
• Data-driven mindset with experience using customer success platforms (e.g., Gainsight, Totango) and CRM tools (e.g., Salesforce).
• Ability to analyze customer data and insights to drive strategic decision-making.
• Strong problem-solving skills with a proactive approach to identifying and addressing customer challenges.
• Experience working with healthcare providers, practice management software, or integrated payments solutions is highly desirable.

Minimum Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, or a related field (Master’s degree preferred).
• 7+ years of experience in customer success, account management, or related roles in a SaaS, fintech, or healthcare technology environment.
• 3+ years of leadership experience managing customer success teams.
• Demonstrated track record of improving customer retention, expansion, and satisfaction metrics.
• Experience working with healthcare practice management or payment processing solutions is a plus.

Why Join Fullsteam?

• Be part of a rapidly growing healthcare technology o