[Hiring] Manager, Customer Success @SimplePractice

Role Description

We're looking for a strategic, results-driven Manager of Customer Success to lead our CSM team and drive exceptional outcomes for our group practice customers.

SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products.

You'll be a key leader within the Customer Success organization, developing and coaching your team of CSMs while driving customer health, retention, and expansion across our portfolio. This role will give you the opportunity to contribute insights that inform CS strategy, build a high-performing team, and make a measurable impact on customer outcomes in a dynamic, high-growth environment.

Responsibilities

• Lead and Develop High-Performing CSM Teams
  • Provide strategic oversight and leadership for your team of Customer Success Managers, ensuring alignment with departmental goals and organizational priorities.
  • Coach and develop team members through structured 1-on-1s, Growth & Impact Plans, and professional development initiatives that build strategic account management capabilities.
  • Design and execute performance improvement strategies that enhance individual and team effectiveness in driving customer health, retention, and expansion.
  • Foster a culture of excellence, proactive engagement, and outcome-based customer success through motivational leadership and values-driven management.
  • Optimize team capacity and coverage models through strategic portfolio planning, workload management, and resource allocation.
• Drive Customer Outcomes and Revenue Impact
  • Own customer health, retention, and expansion metrics for your team's portfolio, ensuring proactive identification and mitigation of churn risk.
  • Partner with CSMs to develop and execute strategic account plans that drive product adoption, demonstrate value, and uncover expansion opportunities.
  • Implement customer health scoring frameworks and early warning systems that enable proactive intervention before accounts become at-risk.
  • Lead customer escalations and executive engagement when needed, modeling consultative problem-solving and strategic partnership.
  • Use data-driven insights to identify trends, predict churn drivers, and develop targeted interventions that improve customer outcomes at scale.
  • Collaborate with Sales and Revenue Operations on contract negotiations, and expansion plays.
• Operational Excellence & Process Development
  • Analyze team performance data and customer engagement patterns to identify inefficiencies and implement process enhancements.
  • Build and refine CS playbooks, workflows, and engagement models that enable consistent, high-quality customer experiences.
  • Lead the identification and delivery of training programs, partnering cross-functionally to close skill gaps and elevate team capabilities.
  • Drive adoption of CS tools and platforms (e.g., ChurnZero, HubSpot, Chargebee) to improve efficiency, visibility, and impact measurement.
  • Establish clear success metrics, reporting cadences, and performance dashboards that demonstrate CS impact on retention and revenue.
  • Partner with CS Operations and enablement teams to ensure your team has the tools, resources, and support needed to excel.
• Cross-Functional Leadership and Collaboration
  • Serve as a key voice of the customer, synthesizing feedback and insights to inform Product, Marketing, and Go-to-Market strategies.
  • Partner with Product and Engineering teams to advocate for customer needs, influence roadmap priorities, and drive product improvements.
  • Collaborate with Marketing on customer communications, launch readiness, and customer marketing initiatives.
  • Work closely with Sales and Onboarding on handoff processes, account transitions, and alignment on customer segmentation and coverage models.
  • Lead cross-functional initiatives to improve customer satisfaction, reduce time-to-value, and drive product-led growth outcomes.
  • Maintain strong understanding of product updates and organizational changes; proactively cascade information and drive readiness across your team.
• Strategic Contribution to CS Function
  • Contribute insights and feedback to inform SimplePractice's Customer Success strategy, including coverage models, customer journey design, and success frameworks.
  • Identify opportunities to leverage AI, automation, and scaled engagement strategies to improve efficiency without sacrificing customer experience.
  • Participate in experimentation and pilot programs that test new approaches to customer engagement, health scoring, and retention.
  • Mentor and develop team members, creating clear growth paths within your team.
  • Stay current on CS best practices, industry trends, and emerging methodologies; bring innovative ideas to the organization.

Qualifications

• 5-7 years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS environments
• 2+ years in a leadership role, managing and developing Customer Success or Account Management teams
• Proven track record of driving customer retention and expansion in a named-account or high-touch CS model
• Strong analytical and strategic thinking skills, with experience using data to drive business outcomes and inform decision-making
• Demonstrated success in coaching and developing high-performing individuals and teams, with a focus on building consultative, outcome-based skills
• Experience building and scaling CS processes in high-growth or evolving environments
• Deep understanding of customer lifecycle management, health scoring, churn prediction, and proactive engagement strategies
• Excellent cross-functional collaboration skills, with experience partnering with Sales, Product, Marketing, and Operations
• Advanced working knowledge of CS platforms (e.g., ChurnZero, Gainsight, Totango), CRM systems, and customer data tools
• Strong understanding of SaaS business metrics (retention, churn, expansion, NRR, GRR, LTV)
• Bachelor's degree required; advanced degree or relevant certifications a plus
• Preferred: Experience in healthcare technology or regulated industries (HIPAA, GDPR, etc.)

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)