[Hiring] Customer Success Specialist @PracticeTek

Role Description

The Customer Success Specialist is a customer-facing role within the Patients organization that combines proactive customer success with escalated support coordination. This role manages a defined book of business, supports assigned partner relationships, and works closely with the Enterprise Relationship Manager, Support Team, and cross-functional partners to ensure customer needs, risks, issues, and commitments are clearly prioritized and followed through.

The Customer Success Specialist helps customers realize greater value from PracticeTek solutions by supporting adoption, reducing operational friction, coordinating issue resolution, and identifying risks or opportunities that may affect retention and growth. This role owns execution and follow-through within a defined scope while partnering with the appropriate account or commercial owner on overall account strategy, renewals, pricing, and expansion decisions.

This role also provides an opportunity to build the customer ownership, business judgment, and strategic relationship skills needed to grow into a future Customer Success Manager position.

Qualifications

• Minimum of four (4) years of experience in customer success, account support, client services, support, implementation, partner support, operations, project coordination, or a similar customer-facing role.
• Demonstrated ability to manage multiple customers, cases, stakeholders, priorities, and deadlines while maintaining strong documentation, organization, and follow-through.
• Experience coordinating complex or escalated customer issues across multiple teams, with sound judgment around urgency, customer impact, communication, and when to escalate.
• Outstanding written and verbal communication skills, including the ability to translate complex customer or technical issues into concise, accurate, and actionable updates.
• Practical understanding of customer adoption, retention, renewal readiness, and growth signals, with experience using CRM, ticketing, customer success, project management, or collaboration tools. Experience in healthcare technology, SaaS, EHR, practice management, payments, or healthcare operations is preferred.

Requirements

• Own Proactive Customer Engagement: Manage proactive outreach and follow-through for an assigned book of business, building a strong understanding of customer goals, stakeholders, workflows, adoption, open concerns, and upcoming milestones to keep accounts moving forward.
• Drive Escalated Issues Toward Resolution: Partner with the Manager, Support and Support Team to coordinate high-priority customer issues from intake through resolution, ensuring customer impact, internal ownership, next steps, and communication are clear and that stalled or aging work is surfaced early.
• Strengthen Customer and Partner Relationships: Serve as a reliable point of coordination for assigned customers and partners by preparing meetings, tracking commitments, coordinating internal follow-up, and providing timely, accurate updates that build trust and confidence.
• Identify Retention Risks and Growth Signals: Recognize and document adoption gaps, unresolved issues, customer sentiment, workflow friction, stakeholder concerns, and broader-use-case opportunities, then connect those insights to the Enterprise Relationship Manager or appropriate commercial owner.
• Improve Cross-Functional Execution: Maintain accurate account and case documentation, identify recurring customer themes, and partner across Support, Product, Engineering, Implementation, Billing, Operations, and other teams to improve handoffs, reduce repeat issues, and strengthen the overall customer experience.

Benefits

• Health, dental, and vision insurance.
• Paid time off.
• 401(k) with company match.
• Potential for additional compensation such as bonuses or equity, as applicable.