Customer Success Manager

simplepractice55; USA; Remote; USD 88.000 - 111.000; Vollzeit

Benefits dieser Stelle

Medical, dental, vision, life, and DI

401(k) plan with company match

Flexible Time Off and holidays

Mental health resources

Tuition reimbursement

Employee Resource Groups

Zusammenfassung

simplepractice55 is seeking a Customer Success Manager focused on retention for a portfolio of medium-to-large healthcare practices using our practice management software. You own the post-onboarding relationship and translate platform capabilities into measurable outcomes for clinical and operational workflows.

You will lead success check-ins, champion feature adoption, and collaborate with Product and Design to address gaps.

Qualifikationen

• 3+ years of Customer Success, Account Management, or Relationship Management in SaaS or tech.
• Experience in health tech and familiarity with healthcare workflows.
• Excellent communication for phone and video; strong cross-functional collaboration.

Aufgaben

• Serve as the primary strategic contact for a portfolio of medium-to-large group practices.
• Run regular success check-ins to understand goals and adoption needs.
• Educate customers on features, enhancements, and best practices.
• Guide customers through workflow optimization to improve outcomes.
• Identify trends and advocate for customer needs with Product/Design.
• Maintain detailed documentation on goals, health, risks, and outcomes.

Kenntnisse

Customer Success

Account Management

Relationship Management

Excellent communication

Cross-functional collaboration

Tools

Notion

Slack

Gong

ChurnZero

Jobbeschreibung

Role overview

Customer Success Manager focused on retention for a portfolio of medium-to-large healthcare practices using a practice management software platform. Owns the post-onboarding relationship, translating platform capabilities into measurable outcomes for clinical and operational workflows, with goals tied to retention, feature adoption, practice growth, and overall customer health.

Responsibilities

• Serve as the primary strategic point of contact and trusted advisor for a named portfolio of medium-to-large group practices
• Run regular success check-ins to understand customer goals, workflows, and evolving needs, and consult on product usage to support those goals
• Educate customers on relevant features, enhancements, add-ons, and best practices so they can apply them to their objectives
• Guide customers through complex workflow optimization and platform best practices to mitigate risk and improve outcomes
• Identify trends, product gaps, and recurring feedback across the portfolio and partner with Product, Design, and internal teams to advocate for customer needs
• Maintain clear, detailed documentation on customer goals, health, risks, and outcomes, and follow established internal processes

Requirements

• 3+ years of experience in Customer Success, Account Management, or Relationship Management within a SaaS or technology-driven environment
• Experience in health tech, including EHRs, practice management software, or healthcare SaaS, plus familiarity with healthcare practice workflows
• Exceptional communication skills with the ability to explain complex concepts clearly on phone and video
• Proven ability to drive customer adoption, retention, and long-term success
• Comfort collaborating cross-functionally, with experience using platforms such as Notion, Slack, Gong, and ChurnZero or similar tools

Nice to have

• Empathetic, curious, customer-focused approach with enjoyment of solving complex problems
• Proactive, organized, accountable style, comfortable balancing structure with ambiguity

Benefits and work setup

• Medical, dental, vision, life, and disability insurance
• 401(k) plan with company match
• Flexible Time Off, wellbeing days, paid holidays, and summer Fridays
• Mental health resources, paid parental leave, backup care
• Tuition reimbursement and Employee Resource Groups
• Annual base compensation range of $88,000-$111,000 USD