AI-Powered Customer Success Operations Specialist

SimplePractice, LLC; Los Angeles (CA); Remote; USD 74,000 - 85,000; Full time

Benefits offered by this job

Medical/Dental/Vision/Life & Disab

401(k) with company match

Flexible Time Off

Wellbeing days

Paid holidays

Summer Fridays

Mental health resources

Parental leave & Backup Care

Employee Resource Groups

Job summary

SimplePractice, LLC is seeking a Customer Success Operations Specialist with a passion for AI to help scale our CS org. You will own AI/automation initiatives, train and evaluate models, and partner with Enablement, Education, Product, and IT to align tools with support goals.

In this role you will manage CS platforms including Zendesk, Zoom, Calendly, and QA/WFM tools, develop playbooks, and drive data-informed improvements for efficiency, accuracy, and CSAT.

Qualifications

• 3+ years of experience in a CS Operations role.
• Bachelor’s degree from an accredited college or university.
• A sense of urgency to provide a world‑class customer experience.
• The ability to adapt to different situations and make adjustments as needed.
• Experience leveraging customer success best practices.
• Proven ability to develop strategies, translate them into initiatives, and track successful execution.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning that will drive organizational efficiencies and customer satisfaction.
• The ability to collaborate effectively across the organization and with external stakeholders.
• Proficiency with technology and web apps such as Slack, Asana, and Google Workspace

Responsibilities

• Be a Champion of AI for the CS Org.
• Train, evaluate, and maintain AI models (e.g., ChatGPT, Ultimate, custom workflows).
• Partner with Enablement and Education to ensure AI tools are aligned with support philosophy and team readiness.
• Stay on the cutting edge of generative AI, surfacing use cases that drive efficiency, accuracy, and better CX.
• Advocate for AI-driven self-service improvements and help deploy them across channels.
• Track the impact of AI on metrics like resolution time, ticket deflection, and CSAT.
• Translate team feedback into iterative improvements and share key learnings with leadership.
• Administer and enhance CS platforms, including Zendesk, Zoom, Calendly, QA/WFM tools like Assembled, Maestro; maintain SOPs and playbooks.
• Collaborate with Product, Engineering, and IT for system launches and improvements.
• Identify request trends through data and create workflows/initiatives to save CS time.
• Align tooling and workflows to support revenue-driving initiatives.
• Identify and operationalize opportunities for upsell, retention, and self-service enablement.
• Deliver on cross-functional projects with Enablement, Marketing, and Product.
• Support product launches through documentation, training, and alignment.
• Lead Q&A sessions or 1:1 walkthroughs to support customers.

Skills

CS Operations

Analytical thinking

Cross-functional collaboration

Customer experience

Communication

Education

Bachelor’s degree

Tools

Slack

Asana

Google Workspace

Zendesk

Assembled

Maestro

Job description

SimplePractice, LLC is seeking a Customer Success Operations Specialist with a passion for AI to help scale our CS org. You will own AI/automation initiatives, train and evaluate models, and partner with Enablement, Education, Product, and IT to align tools with support goals.

In this role you will manage CS platforms including Zendesk, Zoom, Calendly, and QA/WFM tools, develop playbooks, and drive data-informed improvements for efficiency, accuracy, and CSAT.