Director, Customer Success & Growth

SimplePractice; Santa Monica (CA); On-site; USD 76,000 - 95,000; Full time

Benefits offered by this job

Medical/Dental/Vision

401(k) with match

Flexible PTO

Mental health resources

Parental leave

Tuition reimbursement

ERGs

Job summary

SimplePractice LLC is seeking a strategic, results-driven Manager of Customer Success to lead the CS team and drive exceptional outcomes for our group practice customers. You will coach CSMs, manage health, retention, and expansion, and influence CS strategy in a fast-growing environment.

You will partner with Sales, Product, and Marketing to align on customer needs, roadmaps, and engagement models, while building a high-performing team and scalable processes that deliver measurable outcomes.

Qualifications

• 5–7 years of experience in Customer Success, Account Management, or related roles in B2B SaaS environments.
• 2+ years in a leadership role managing CS or AM teams.
• Proven track record of driving retention and expansion in high-touch CS models.
• Strong analytical and strategic thinking with data-driven decision making.
• Experience building and scaling CS processes in growth environments.
• Excellent cross-functional collaboration with Sales, Product, Marketing, and Operations.

Responsibilities

• Lead and develop high-performing CS teams with strategic accountability for health, retention, and expansion.
• Provide oversight for team goals, coaching, and development through structured 1-on-1s and growth plans.
• Design and execute strategies to improve performance, health scoring, and renewal outcomes.
• Foster a culture of excellence and proactive customer engagement across portfolios.
• Partner with Sales and Revenue Ops on negotiations and expansion plays.
• Drive adoption of CS tools and dashboards to measure impact and improve efficiency.

Skills

Strategic thinking

Leadership

Customer focus

Analytical skills

Cross-functional collaboration

Coaching

Education

Bachelor's degree

Tools

ChurnZero

Gainsight

Totango

CRM systems

Job description

SimplePractice LLC is seeking a strategic, results-driven Manager of Customer Success to lead the CS team and drive exceptional outcomes for our group practice customers. You will coach CSMs, manage health, retention, and expansion, and influence CS strategy in a fast-growing environment.

You will partner with Sales, Product, and Marketing to align on customer needs, roadmaps, and engagement models, while building a high-performing team and scalable processes that deliver measurable outcomes.