[Hiring] Customer Success Manager @SimplePractice

Role Description

We’re looking for a retention-driven, customer relationship–focused Customer Success Manager to join our Customer Success team and own the post-onboarding customer experience for a portfolio of medium to large healthcare practices.

At SimplePractice, we prioritize our customers’ success and strive to deliver meaningful value at every stage of the customer lifecycle. This role requires a deep understanding of the SimplePractice platform—including core functionality, add-ons, and evolving product enhancements—and the ability to translate platform capabilities into real-world outcomes for growing practices.

The ideal candidate excels at building trusted, long-term customer relationships, understanding complex clinical and operational workflows, and guiding customers toward best practices that drive adoption, efficiency, and growth. Customer Success Managers are expected to quickly learn, articulate, and demonstrate new SimplePractice features and enhancements to help customers realize long-term value.

This role carries measurable goals related to retention, feature adoption, practice growth, and overall customer health.

Responsibilities

• Partner with Assigned Customers
  • 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
• Drive Retention Through Strategic Relationship Management
  • 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
• Cross-Functional Collaboration & Customer Advocacy
  • 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
• Documentation & Process Adherence
  • 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

Qualifications

• 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

Bonus Points

• 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

• We offer a competitive benefits program including:
• 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)