Customer Success Associate – SaaS Healthcare Tech

PracticeTek; San Diego (CA); Hybrid; USD 28,000 - 32,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Bonus or equity eligibility

Job summary

PracticeTek is seeking a Customer Success Specialist to support healthcare practices using our SaaS platform. You will respond to inquiries, resolve issues, and guide customers with empathy and data-driven insights.

Collaborate across teams, maintain knowledge articles, and contribute to process improvements while delivering high CSAT scores in a fast-paced, growth-focused environment.

Qualifications

• 2+ years of experience in customer success, account management, or a related field, preferably in a SaaS or technology company.
• High School Diploma or GED required. Associate’s degree or Bachelor’s degree in Business, Marketing, Communications, or a related field is a plus.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple accounts and projects simultaneously.

Responsibilities

• Respond promptly and professionally to Tier 1 support tickets via email, phone, and chat.
• Document and resolve cases within established SLAs using Salesforce and Freshdesk to maintain accurate, consistent records.
• Provide an empathetic, solutions-focused experience for every customer interaction.
• Send CSAT surveys post-resolution, analyze trends, and share insights with the team to support continuous improvement.
• Collaborate across teams by accurately recording and communicating case details.
• Develop and maintain internal and customer-facing knowledge base articles.
• Track and escalate recurring issues to Tier 2 or management to ensure timely resolutions.
• Leverage internal tools to manage workload, document interactions, and schedule follow-ups.
• Stay current on process updates, products, and workflows to ensure consistent, high-quality support.
• Contribute to light project management tasks, including progress tracking and deliverable updates.
• Participate in process improvement initiatives and internal documentation updates to enhance team efficiency.

Skills

Customer success experience

Communication skills

Problem-solving

Multitasking

Education

High School Diploma or GED

Associate/Bachelor’s degree in Business, Marketing, Communications, or related field

Job description

PracticeTek is seeking a Customer Success Specialist to support healthcare practices using our SaaS platform. You will respond to inquiries, resolve issues, and guide customers with empathy and data-driven insights.

Collaborate across teams, maintain knowledge articles, and contribute to process improvements while delivering high CSAT scores in a fast-paced, growth-focused environment.