Customer Success Manager

Summary

SimplePractice provides health and wellness clinicians with software and tools to manage private practices. The Customer Success Manager will own the post-onboarding experience for a portfolio of medium to large healthcare practices, serving as a strategic advisor and driving retention, feature adoption, practice growth, and customer health. The role involves relationship management, workflow consultation, customer advocacy, cross-functional collaboration, and detailed documentation.

Responsibilities

• Own the post-sale relationship for a named portfolio of medium to large group practices
• Serve as the primary strategic point of contact and trusted advisor
• Conduct regular success check-ins to understand customer goals, workflows, and evolving needs, and consult on product usage to support those goals
• Educate customers on relevant features, enhancements, add-ons, and best practices, with guidance on applying them to achieve their objectives
• Guide customers through complex questions, workflow optimization, and platform best practices to support growth and account health
• Lead customer conversations to address challenges, mitigate risk, improve outcomes, and drive customer health
• Provide thoughtful recommendations and alternative workflows tailored to each practice, supporting growth and long-term success
• Identify trends, product gaps, and recurring feedback across your portfolio
• Partner with Product, Design, and internal teams to advocate for customer needs
• Share insights that inform adoption strategies and improve the customer experience
• Maintain clear, detailed documentation on customer goals, health, risks, and outcomes
• Follow established internal processes for reporting and collaboration
• Adapt quickly as tools, workflows, and processes evolve

Skills

• 3+ years of experience in **Customer Success, Account Management, or Relationship Management** within a SaaS or technology-driven environment
• Experience working in **health tech** including EHRs, practice management software, or healthcare SaaS
• Experience working with technology platforms Notion, Slack, Gong and ChurnZero or similar
• Familiarity with healthcare practice workflows and operational considerations
• Exceptional communication skills, with the ability to explain complex concepts clearly
• Proven ability to drive **customer adoption, retention, and long-term success**
• Strong phone and video communication skills
• Strong problem-solving and consultative skills
• Comfort collaborating cross-functionally
• You are empathetic, curious, and customer-focused
• You enjoy solving complex problems and building long-term relationships
• You are proactive, organized, and accountable for outcomes
• You are comfortable balancing structure with ambiguity

Qualifications

Must Haves

• 3+ years of experience in **Customer Success, Account Management, or Relationship Management** within a SaaS or technology-driven environment
• Experience working in **health tech** including EHRs, practice management software, or healthcare SaaS
• Experience working with technology platforms Notion, Slack, Gong and ChurnZero or similar
• Familiarity with healthcare practice workflows and operational considerations
• Exceptional communication skills, with the ability to explain complex concepts clearly
• Proven ability to drive **customer adoption, retention, and long-term success**
• Strong phone and video communication skills
• Strong problem-solving and consultative skills
• Comfort collaborating cross-functionally

Nice to Haves

• You are empathetic, curious, and customer-focused
• You enjoy solving complex problems and building long-term relationships
• You are proactive, organized, and accountable for outcomes
• You are comfortable balancing structure with ambiguity

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)
• Employees may also be eligible for an annual bonus or commission.
• Some roles may also be eligible for overtime pay.