Vice President, Customer Care

Therapy Brands is the leading healthcare technology partner for mental, behavioral, and rehabilitative therapy. Our purpose-built and all-in-one practice, management, data, and billing solutions drive exceptional critical and financial outcomes.

Thousands of therapy practices rely on us as a trusted partner, to make their lives simpler and more officiant, improve revenue, and enable them to focus on patient care.

For more information, explore our solutions at therapybrands.com.

Job Description

Are you a dynamic leader ready to shape the future of customer support and education? At Therapy Brands, we’re searching for a visionary leader to elevate our customer care experience to industry-leading standards. As the head of Customer Support and Education, you will build a world-class organization that sets the benchmark for excellence, driving performance and creating memorable customer experiences. Your mission? To transform our customer care into a key differentiator in the market.

What You’ll Do

• Lead and Inspire a Top-Performing Customer Support Team: Drive alignment across processes, technology, and team members to deliver exceptional support to Therapy Brands’ diverse customers, including enterprise, small/mid-size, and individual therapy practices. Focus on key metrics such as response rates, CSAT, and time-to-resolution to ensure consistent, high-quality service.
• Champion Customer Education: Develop and lead innovative education initiatives that boost product adoption, enhance customer satisfaction, and drive retention. Turn satisfied customers into enthusiastic advocates who fuel new business growth.
• Design and Optimize the Customer Journey: Define and refine the customer journey, setting engagement benchmarks and standardizing interventions at each touchpoint. Use customer feedback to continuously improve and apply best practices, tailoring strategies to different customer segments.
• Set the Standard for Operational Excellence: Establish and track key performance metrics for the support team, continuously providing feedback to drive improvement and elevate service quality.
• Foster Collaboration for Customer Satisfaction: Partner closely with product teams to ensure seamless issue resolution, leveraging customer insights to inform human-centric design and product innovation.
• Drive Strategic Financial Planning: Oversee the creation of long-range financial plans, including annual and quarterly budgeting, to support sustainable growth and operational excellence.
• Build Loyalty Through Every Interaction: Lead with empathy and ensure every customer interaction strengthens brand loyalty, even during challenging times.
• Cultivate a Community of High Performers: Inspire and build a sense of community among hundreds of associates dedicated to achieving the department’s goals, fostering a culture of collaboration and excellence.
  
  
  

Who You Are

• Proven Leader: You bring 10+ years of high-volume SaaS customer support experience, ideally within healthcare technology. You’ve successfully led large teams and know how to inspire top-tier performance.
• Customer-Centric Visionary: Your deep empathy for the customer experience drives your approach. You’re skilled at making data-driven decisions that enhance service quality and efficiency.
• Strategic Thinker: You have a strong analytical mindset, excellent planning skills, and the ability to manage multiple initiatives simultaneously.
• Engaging Communicator: You excel at communication and presentation, building strong relationships and effectively conveying your vision.
• Innovative Problem-Solver: You’re not just organized—you’re a creative leader who motivates others and turns challenges into opportunities for growth.
  
  
  

Qualifications

• Bachelor’s degree in business, industrial engineering, or equivalent experience required; Master’s degree preferred.
• A track record of success in leading customer-facing functions and a deep understanding of the latest best practices in customer experience for SaaS organizations.
  
  
  

Join us at Therapy Brands and be a part of a transformative journey in customer care. Lead a team that is committed to making every customer interaction not just a service but an experience.

Additional Information

While we've outlined some key qualities we typically seek, it's essential to remember that there might be additional unique strengths and talents you possess that would make you an exceptional match for us, even if they're not explicitly mentioned. Studies have consistently highlighted the significance of this principle, particularly for individuals from disenfranchised backgrounds, including women and other marginalized groups. These individuals often hesitate to apply unless they meet every single requirement, unlike their male counterparts who are more inclined to apply when they meet around 60% of the criteria.

The message we want to convey is that taking a leap of faith and applying can be incredibly rewarding. Your distinct abilities and perspectives could be exactly what we need to create a more diverse and inclusive team. So, don't hesitate—apply today and let's explore the exciting possibilities together!

All your information will be kept confidential according to EEO guidelines.

At Therapy Brands, Diversity, Equity, Inclusion, and Belonging aren’t just words. We celebrate what makes us unique, foster an ecosystem of inclusion for all and harness our talents to promote diversity of thought and action in everything we do.

We instill Diversity, Equity, Inclusion, and Belonging into the fabric of our CARING culture and business, as we strive to be recognized not only as the leader in healthcare technology, but also for our intentional efforts to promote a diverse community.

We will champion non-discriminatory practices throughout the employee and customer lifecycle; caring for every person regardless of race, national origin, color, religion, disability, sex, orientation, or familial status.

Therapy Brands is an equal opportunity employer.