Customer Success Operations Specialist

SimplePractice; Oregon; Hybrid; USD 74,000 - 85,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) match

Flexible Time Off

Wellbeing days

Paid holidays

Summer Fridays

Mental health resources

Parental leave

Backup Care

Tuition reimbursement

ERGs

Job summary

SimplePractice, LLC is seeking a Customer Success Operations Specialist who will drive AI and automation initiatives across our CS organization. You will partner with Enablement, Education, Product, and IT to build scalable tooling, processes, and self-service options that improve efficiency and CX.

You will train AI models, monitor performance, and translate feedback into improvements that reduce handling times and increase customer satisfaction.

Qualifications

• 3+ years in a CS Operations role.
• Bachelor's degree from an accredited college or university.
• Ability to deliver world-class customer experience with a sense of urgency.
• Proven track record in applying CS best practices and driving process improvements.
• Strong collaboration across Product, Engineering, and Support teams.

Responsibilities

• Own AI/automation initiatives across Customer Success.
• Train and maintain AI models and workflows.
• Partner with Enablement and Education for tool readiness.
• Identify efficiency improvements to reduce resolution time and improve CSAT.
• Deploy self-service improvements across channels.
• Track impact of AI on CS metrics and share learnings with leadership.
• Collaborate with cross-functional teams on system launches.

Skills

CS Operations

Cross-functional collaboration

Analytical thinking

Process improvement

Communication

Stakeholder management

Education

Bachelor's degree

Tools

Slack

Asana

Google Workspace

Job description

About Us

About UsAt 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

• 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
• Preferred: 6+ months experience with Agile project management tools like Pivotal Tracker, collaborative interface design tools like Figma, HTML, CSS, JavaScript, Artificial Intelligence (AI)/Machine Learning (ML), API integrations, workforce management tools like Assembled, complex tech stacks, and specialized teams

Bonus Points

• 1+ years experience with tools like Pivotal Tracker, Figma, Assembled, Maestro, and Zendesk
• Familiarity with HTML/CSS/JavaScript, APIs, or SaaS integrations
• 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

Benefits

• 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
• Tuition reimbursement
• 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.

Notice to Candidates

SimplePractice has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team. We do not have any affiliation or connection to these situations and only post open roles on our official Careers page (simplepractice.com/careers) and reputable job boards like our official LinkedIn or Indeed pages. All official SimplePractice recruitment emails will be sent from the domains @simplepractice.com, or no‑ email addresses. Examples of fraudulent domains include careers-simplepractice.com, simplepractices.com, and simplepractice.careers. Please note that SimplePractice will never ask candidates or new hires for money or payment of any kind at any stage of the recruitment or onboarding process.

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay. The amount below represents the expected annual base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. Base Compensation Range$74,000—$85,000 USD