Customer Adoption & Training Specialist

SimplePractice; Northern (KY); Hybrid; USD 58,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision, life &dis

Disability insurance

401(k) plan with company match

Flexible Time Off (FTO) & wellbeing

Mental health resources

Parental leave & Backup Care

Employee Resource Groups

Job summary

SimplePractice is seeking a Customer Onboarding Specialist to join the Customer Success team. You will lead onboarding and training experiences to drive adoption and ensure customer success. You’ll collaborate with multiple teams to resolve questions and optimize client workflows.

The role emphasizes empathetic communication, ability to manage many tools, and dedication to high-quality customer care. A strong training mindset and proactive problem-solving are key.

Qualifications

• 2+ years of experience in customer support or service industry.
• Bachelor’s degree from an accredited college/university or equivalent experience.
• Exceptional verbal communication skills and confidence in speaking.
• A sense of urgency to complete work efficiently and accurately.
• Comfortable with ambiguity to determine the best solution for our customers.
• Comfortable with managing a large number of computer-based programs, applications, and toolsets.

Responsibilities

• Drive customer adoption through onboarding and education programs; support via emails, live onboarding calls, and webinars.
• Address inbound lead and customer questions about our platform’s features; schedule live onboarding sessions; triage emails; assist with complex questions.
• Contribute to adoption and retention goals; adhere to SOPs; identify upgrade opportunities and product enhancements.
• Maintain alignment with the Customer Success team and other internal stakeholders; report knowledge gaps and collaborate across teams.

Skills

Customer support

Bachelor degree

Verbal communication

Urgency

Ambiguity

Multi-app proficiency

Education

Bachelor’s degree or equivalent experience

Tools

Slack

Notion

Zendesk

Google Docs

OnceHub

Job description

SimplePractice is seeking a Customer Onboarding Specialist to join the Customer Success team. You will lead onboarding and training experiences to drive adoption and ensure customer success. You’ll collaborate with multiple teams to resolve questions and optimize client workflows.

The role emphasizes empathetic communication, ability to manage many tools, and dedication to high-quality customer care. A strong training mindset and proactive problem-solving are key.