[Hiring] Strategic Customer Success Manager @SimplePractice

Role Description

We’re looking for a Strategic Customer Success Manager to partner with SimplePractice’s largest and most strategic customers and drive long-term outcomes through executive alignment, strategic planning, and enterprise-scale success.

At SimplePractice, Strategic Customer Success Managers operate as trusted advisors to senior clinical, operational, and executive stakeholders. This role requires deep expertise in healthcare technology, strong executive presence, and the ability to navigate complex, multi-stakeholder environments.

Strategic Customer Success Managers own the post-sale experience for high-impact accounts and are accountable for:

• Retention
• Strategic adoption
• Customer health
• Long-term value realization

This role goes beyond adoption to focus on transformation, scalability, and sustained partnership.

Responsibilities

• Own Strategic Customer Partnerships
  • Serve as the primary strategic partner for the company’s most valuable customers
  • Build and sustain trusted relationships across executive, clinical, operational, and financial stakeholders
  • Develop and execute multi-quarter account strategies aligned to executive-level business objectives
  • Map and navigate complex stakeholder ecosystems to drive alignment and influence decision-making
  • Develop a deep understanding of customer business objectives, success metrics, and organizational complexity
  • Identify growth, retention, and risk signals across enterprise customer environments
  • Proactively manage renewal exposure and lead enterprise-level risk mitigation efforts
• Drive Enterprise-Scale Outcomes
  • Architect and operationalize multi-quarter success strategies aligned to executive business priorities
  • Lead executive business reviews (EBRs) and facilitate forward-looking strategic planning with senior stakeholders
  • Influence enterprise-wide adoption, change management, and scaling strategies across complex organizations
  • Anticipate and mitigate enterprise-level risk, renewal exposure, and competitive threats
• Internal Leadership & Customer Advocacy
  • Act as the voice of strategic customers internally
  • Influence product direction, roadmap prioritization, and cross-functional initiatives
  • Partner with senior leaders to align enterprise customer needs with company strategy
• Operational Excellence
  • Maintain detailed documentation on customer goals, risks, and outcomes
  • Balance retention objectives with long-term partnership health across complex enterprise accounts
  • Continuously improve enterprise success processes and frameworks

Qualifications

• 6+ years of experience in Customer Success or Account Management managing enterprise or strategic accounts
• Deep experience in health tech, EHRs, insurance or healthcare SaaS
• Experience working with technology platforms Notion, Slack, Gong and ChurnZero or similar
• Proven executive presence and ability to influence senior stakeholders
• Experience managing complex, multi-location or multi-stakeholder organizations
• Strong strategic thinking, judgment, and autonomy

Bonus Points

• You're highly empathetic, patient, and really love helping people
• You have excellent written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
• You're self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
• A plus if you have past experience working with Zendesk or in SAAS companies

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)

Base Compensation Range

$88,000-112,000 annually. Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.