Customer Success Operations Specialist

SimplePractice, LLC; Los Angeles (CA); A distancia; USD 74.000 - 85.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

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

Descripción de la vacante

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.

Formación

• 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

Responsabilidades

• 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.

Conocimientos

CS Operations

Analytical thinking

Cross-functional collaboration

Customer experience

Communication

Educación

Bachelor’s degree

Herramientas

Slack

Asana

Google Workspace

Zendesk

Assembled

Maestro

Descripción del empleo

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, AI-passionate, and impact-driven Customer Success Operations Specialist to join our team. You’ll help us scale and optimize our Customer Success organization by equipping our teams with the right tools, workflows, and data—with a special focus on AI innovation.This role is ideal for someone who loves operational excellence, thrives on cross-functional collaboration, and gets excited about the transformational power of AI and automation

Responsibilities

Be a Champion of AI for the CS Org

• Serve as the owner and evangelist of all AI/automation initiatives across Customer Success
• 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

Manage Customer Success Tools & Systems

• Administer and enhance CS platforms, including:
  • Zendesk: Maintain all views, fields, triggers, automations, macros, forms, and reporting structures
  • Zoom, Calendly: Support scheduling and call integrations
  • QA/WFM tools: Configure and manage systems like Assembled, Maestro
  • Maintain up-to-date internal documentation, SOPs, and workflow playbooks for tooling and process changes
  • Collaborate with Product, Engineering, and IT for system launches and improvements

Enable Team and Business Success

• Identify request trends through data and create additional workflows/initiatives to limit time spent by the CS team
• Align tooling and workflows to support revenue-driving initiatives (e.g., trial conversion, feature adoption)
• Identify and operationalize opportunities for upsell, retention, and self-service enablement
• Deliver on cross-functional projects with Enablement, Marketing, and Product

Secondary Responsibilities

• Support product launches through documentation, training, and alignment
• Jump in on live support (chat, phone, Zoom) during key events or as needed
• Lead Q&A sessions or 1:1 walkthroughs to support customers

Desired Skills & Experience

• 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

Bonus Points

• 1+ years experience with tools like Pivotal Tracker, Figma, Assembled, Maestro, and Zendesk
• Experience maintaining or evaluating generative AI platforms
• Background in a high‑growth, B2B SaaS environment
• Past work supporting complex tech stacks or product‑led CS orgs

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)

Base Compensation Range

$74,000 — $85,000 USD