Remote Customer Success Partner — Adoption & Retention

PracticeTek; United States; Remote; USD 34,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Bonus or equity eligibility

Job summary

PracticeTek seeks a Customer Success Specialist to drive proactive engagement and coordinate issue resolution for a defined set of customers. You will work with cross-functional teams to ensure adoption, renewal readiness, and growth signals while building trusted relationships with customers and partners.

The role offers remote work options and focuses on delivering a high-quality customer experience across healthcare-related SaaS solutions.

Qualifications

• Minimum of four (4) years of experience in customer success, account support, client services, support, implementation, partner support, operations, project coordination, or a similar customer-facing role.
• Demonstrated ability to manage multiple customers, cases, stakeholders, priorities, and deadlines while maintaining strong documentation, organization, and follow-through.
• Experience coordinating complex or escalated customer issues across multiple teams, with sound judgment around urgency, customer impact, communication, and when to escalate.
• Outstanding written and verbal communication skills, including the ability to translate complex customer or technical issues into concise, accurate, and actionable updates.
• Practical understanding of customer adoption, retention, renewal readiness, and growth signals, with experience using CRM, ticketing, customer success, project management, or collaboration tools. Experience in healthcare technology, SaaS, EHR, practice management, payments, or healthcare operations is preferred.

Responsibilities

• Own Proactive Customer Engagement: Manage proactive outreach and follow-through for an assigned book of business, building a strong understanding of customer goals, stakeholders, workflows, adoption, open concerns, and upcoming milestones to keep accounts moving forward.
• Drive Escalated Issues Toward Resolution: Partner with the Manager, Support and Support Team to coordinate high-priority customer issues from intake through resolution, ensuring customer impact, internal ownership, next steps, and communication are clear and that stalled or aging work is surfaced early.
• Strengthen Customer and Partner Relationships: Serve as a reliable point of coordination for assigned customers and partners by preparing meetings, tracking commitments, coordinating internal follow-up, and providing timely, accurate updates that build trust and confidence.
• Identify Retention Risks and Growth Signals: Recognize and document adoption gaps, unresolved issues, customer sentiment, workflow friction, stakeholder concerns, and broader-use-case opportunities, then connect those insights to the Enterprise Relationship Manager or appropriate commercial owner.
• Improve Cross-Functional Execution: Maintain accurate account and case documentation, identify recurring customer themes, and partner across Support, Product, Engineering, Implementation, Billing, Operations, and other teams to improve handoffs, reduce repeat issues, and strengthen the overall customer experience.
• What You Bring will be demonstrated through real-world examples during interview.

Skills

Customer success

Account support

Client services

Project coordination

Cross-team coordination

Tools

CRM

Ticketing systems

Project management tools

Job description

PracticeTek seeks a Customer Success Specialist to drive proactive engagement and coordinate issue resolution for a defined set of customers. You will work with cross-functional teams to ensure adoption, renewal readiness, and growth signals while building trusted relationships with customers and partners.

The role offers remote work options and focuses on delivering a high-quality customer experience across healthcare-related SaaS solutions.