Manager, Customer Success

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

About Us

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 strategic, results-driven Manager of Customer Success to lead our CSM team and drive exceptional outcomes for our group practice customers.

SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products.

You’ll be a key leader within the Customer Success organization, developing and coaching your team of CSMs while driving customer health, retention, and expansion across our portfolio. This role will give you the opportunity to contribute insights that inform CS strategy, build a high-performing team, and make a measurable impact on customer outcomes in a dynamic, high-growth environment.

Responsibilities

• Lead and Develop High-Performing CSM Teams
• Provide strategic oversight and leadership for your team of Customer Success Managers, ensuring alignment with departmental goals and organizational priorities.
• Coach and develop team members through structured 1-on-1s, Growth & Impact Plans, and professional development initiatives that build strategic account management capabilities.
• Design and execute performance improvement strategies that enhance individual and team effectiveness in driving customer health, retention, and expansion.
• Foster a culture of excellence, proactive engagement, and outcome-based customer success through motivational leadership and values-driven management.
• Optimize team capacity and coverage models through strategic portfolio planning, workload management, and resource allocation.

Drive Customer Outcomes and Revenue Impact

• Own customer health, retention, and expansion metrics for your team's portfolio, ensuring proactive identification and mitigation of churn risk.
• Partner with CSMs to develop and execute strategic account plans that drive product adoption, demonstrate value, and uncover expansion opportunities.
• Implement customer health scoring frameworks and early warning systems that enable proactive intervention before accounts become at-risk.
• Lead customer escalations and executive engagement when needed, modeling consultative problem-solving and strategic partnership.
• Use data-driven insights to identify trends, predict churn drivers, and develop targeted interventions that improve customer outcomes at scale.
• Collaborate with Sales and Revenue Operations on contract negotiations, and expansion plays.

Operational Excellence & Process Development

• Analyze team performance data and customer engagement patterns to identify inefficiencies and implement process enhancements.
• Build and refine CS playbooks, workflows, and engagement models that enable consistent, high-quality customer experiences.
• Lead the identification and delivery of training programs, partnering cross-functionally to close skill gaps and elevate team capabilities.
• Drive adoption of CS tools and platforms (e.g., ChurnZero, HubSpot, Chargebee) to improve efficiency, visibility, and impact measurement.
• Establish clear success metrics, reporting cadences, and performance dashboards that demonstrate CS impact on retention and revenue.
• Partner with CS Operations and enablement teams to ensure your team has the tools, resources, and support needed to excel.

Cross-Functional Leadership and Collaboration

• Serve as a key voice of the customer, synthesizing feedback and insights to inform Product, Marketing, and Go-to-Market strategies.
• Partner with Product and Engineering teams to advocate for customer needs, influence roadmap priorities, and drive product improvements.
• Collaborate with Marketing on customer communications, launch readiness, and customer marketing initiatives.
• Work closely with Sales and Onboarding on handoff processes, account transitions, and alignment on customer segmentation and coverage models.
• Lead cross-functional initiatives to improve customer satisfaction, reduce time-to-value, and drive product-led growth outcomes.
• Maintain strong understanding of product updates and organizational changes; proactively cascade information and drive readiness across your team.

Strategic Contribution to CS Function

• Contribute insights and feedback to inform SimplePractice's Customer Success strategy, including coverage models, customer journey design, and success frameworks.
• Identify opportunities to leverage AI, automation, and scaled engagement strategies to improve efficiency without sacrificing customer experience.
• Participate in experimentation and pilot programs that test new approaches to customer engagement, health scoring, and retention.
• Mentor and develop team members, creating clear growth paths within your team.
• Stay current on CS best practices, industry trends, and emerging methodologies; bring innovative ideas to the organization.

Desired Skills & Experience

• 5-7 years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS environments
• 2+ years in a leadership role, managing and developing Customer Success or Account Management teams
• Proven track record of driving customer retention and expansion in a named-account or high-touch CS model
• Strong analytical and strategic thinking skills, with experience using data to drive business outcomes and inform decision-making
• Demonstrated success in coaching and developing high-performing individuals and teams, with a focus on building consultative, outcome-based skills
• Experience building and scaling CS processes in high-growth or evolving environments
• Deep understanding of customer lifecycle management, health scoring, churn prediction, and proactive engagement strategies
• Excellent cross-functional collaboration skills, with experience partnering with Sales, Product, Marketing, and Operations
• Advanced working knowledge of CS platforms (e.g., ChurnZero, Gainsight, Totango), CRM systems, and customer data tools
• Strong understanding of SaaS business metrics (retention, churn, expansion, NRR, GRR, LTV)
• Bachelor's degree required; advanced degree or relevant certifications a plus
• Preferred: Experience in healthcare technology or regulated industries (HIPAA, GDPR, etc.)

Bonus Points

• You're a player-coach who can confidently balance strategic thinking with rolling up your sleeves to support your team and customers.
• You're highly empathetic and customer-obsessed, with a genuine passion for helping customers achieve their goals.
• You have a willingness to listen carefully, explore new ideas, and learn from the past while looking to the future.
• You're data-informed but not data-bound, using insights to guide decisions while maintaining focus on customer outcomes.
• Comfortable with ambiguity and have the ability to adapt to different situations, pivot when needed, and build clarity for your team.
• You have excellent written and verbal communication skills, with an emphasis on a clear, conversational tone.
• You're self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed.
• You thrive in collaborative environments and enjoy building relationships across the organization.
• Big plus if you have past experience working in high-growth SaaS companies or start-up environments.

Benefits

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
• 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 .

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$76,160—$95,200 USD