Customer Onboarding Specialist New

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

Protect yourself from recruitment fraud. Open roles are only listed on our Careers page, and our official LinkedIn and Indeedpages.

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice.

More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden-empowering solo and small group practitioners to thrive alongside their clients.

Award-winning and people-first, SimplePractice is shaping the future of health tech. In 2026, we were recognized by BuiltIn as a Best Remote Company to Work For, Software Guru's Best Places to Code, Becker Healthcare Telehealth Companies to Know, and we won a MedTech Breakthrough Award for Best Practice Management Solution Provider.

The Role

We’re looking for a friendly, eager-to-learn Customer Onboarding Specialist to join our Customer Success team. 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. In this role, you’ll use your passion for collaboration and technology to provide our customers with a world-class training experience. This role will give you the opportunity to provide tangible value and support to our growing community.

Responsibilities

75%-85% time spent is customer-facing and divided between the following responsibilities:

• Drive customer adoption through onboarding and education programs
  • Contribute to our ambitious retention goals by increasing our customer’s engagement and adoption of SimplePractice and related features/services. Support will be conducted through emails, live onboarding calls, and hosting live classes and webinars
  • Stay up-to-date on technical releases and company education to evolve alongside a dynamic product.
  • Gain an understanding of the unique customer workflows for each business, and utilize deep product knowledge to confidently make recommendations to suit the software to that customer's needs.
• Address inbound lead and customer questions about our platform’s features
  • Schedule live customer onboarding training sessions with video-conferencing..
  • Triage incoming customer support emails to specialized CS team members, as needed
  • Investigate and troubleshoot complex customer questions using intuitive problem-solving skills and available resources.
  • Identify patterns in incoming support emails and chats, and inform leadership about potential issues.
• Contribute to achieving ambitious adoption & retention goals
  • Adhere to standard operating procedures, company requirements, and compliance policies to maintain an excellent standard of customer care and personal accountability.
  • Implement strategies to directly impact customer adoption and retention.
  • Identify and maximize opportunities for potential upgrades and paid add-on feature adoption
  • Help identify and recommend potential product enhancements, including for paid add-on features.
• Maintain alignment with the larger Customer Success team and other internal stakeholders
  • Identify and report knowledge gaps and work to get them added to our knowledge systems
  • Work with other SimplePractice teams to handle customer inquiries when inter-department collaboration is needed

Desired Skills & Experience

• 2+ years of experience in customer support or service industry, serving a diverse and professional customer base
• 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 simultaneously to perform job duties (e.g., Slack, Notion, Zendesk, Google Docs, OnceHub)

Bonus Points

• You have the ability to explain complicated concepts in a clear and concise manner
• You’re highly empathetic, patient, and really love helping people
  You have professional written and verbal communication skills, with an emphasis on a warm, friendly, and conversational tone
• You are organized and can ensure that action items are completed fully, even with multiple competing priorities
• You’re self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
• Upbeat, enthusiastic, and a team player

We offer a competitive benefits program including:

• 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
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC ("SimplePractice" or "us" or "we" or "our"). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice .

For more information about our privacy practices, please contact us at [e-mail].

Base Compensation Range

$58,000 - $65,000 USD