Strategic HealthTech Customer Success Manager

SimplePractice, LLC; Los Angeles (CA); On-site; USD 88,000 - 111,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) match

Flexible Time Off

Mental health resources

Parental leave

Tuition reimbursement

Employee Resource Groups

Job summary

SimplePractice is seeking a retention-driven Customer Success Manager to own post-onboarding experience for a portfolio of med/large healthcare practices. You will translate platform capabilities into real-world outcomes, guiding adoption and growth across the customer lifecycle.

You will build trusted relationships, understand clinical workflows, and articulate product value. The role emphasizes retention, feature adoption, and customer health, with measurable goals and regular success

Qualifications

• 3+ years in Customer Success, Account Management, or Relationship Management in SaaS/tech.
• Experience in health tech including EHRs or practice management software.
• Experience with Notion, Slack, Gong and ChurnZero or similar.
• Familiarity with healthcare practice workflows and operational considerations.
• Excellent communication with the ability to explain complex concepts clearly.
• Proven ability to drive adoption, retention, and long-term success.
• Strong phone and video communication skills.
• Strong problem-solving and consultative skills.
• Comfort collaborating cross-functionally.

Responsibilities

• Own post-sale relationship for named portfolio of medium to large group practices.
• Serve as primary strategic contact and trusted advisor.
• Conduct regular success check-ins to understand goals and workflows.
• Educate customers on features, enhancements, add-ons, and best practices.
• Guide customers through complex questions, workflow optimization, and platform best practices.
• Lead conversations to address challenges, mitigate risk, and improve outcomes.
• Provide recommendations and alternative workflows tailored to each practice.
• Identify trends, product gaps, and recurring feedback across portfolio.
• Partner with Product, Design, and internal teams to advocate for customer needs.
• Share insights to inform adoption strategies and improve the customer experience.
• Maintain clear documentation on goals, health, risks, and outcomes.

Skills

Customer Success

Account Management

Relationship Management

SaaS

Health tech

Notion

Slack

Gong

ChurnZero

Communication

Cross-functional

Tools

Notion

Slack

Gong

ChurnZero

Job description

SimplePractice is seeking a retention-driven Customer Success Manager to own post-onboarding experience for a portfolio of med/large healthcare practices. You will translate platform capabilities into real-world outcomes, guiding adoption and growth across the customer lifecycle.

You will build trusted relationships, understand clinical workflows, and articulate product value. The role emphasizes retention, feature adoption, and customer health, with measurable goals and regular success