Customer Success Manager at SimplePractice

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 retention-driven, customer relationship–focused Customer Success Manager to join our Customer Success team and own the post-onboarding customer experience for a portfolio of medium to large healthcare practices. At SimplePractice , we prioritize our customers’ success and strive to deliver meaningful value at every stage of the customer lifecycle. This role requires a deep understanding of the SimplePractice platform—including core functionality, add-ons, and evolving product enhancements—and the ability to translate platform capabilities into real-world outcomes for growing practices. The ideal candidate excels at building trusted, long-term customer relationships, understanding complex clinical and operational workflows, and guiding customers toward best practices that drive adoption, efficiency, and growth. Customer Success Managers are expected to quickly learn, articulate, and demonstrate new SimplePractice features and enhancements to help customers realize long-term value. This role carries measurable goals related to retention, feature adoption, practice growth, and overall customer health . Responsibilities Partner with Assigned Customers Own the post-sale relationship for a named portfolio of medium to large group practices Serve as the primary strategic point of contact and trusted advisor Conduct regular success check-ins to understand customer goals, workflows, and evolving needs, and consult on product usage to support those goals Educate customers on relevant features, enhancements, add-ons, and best practices, with guidance on applying them to achieve their objectives Drive Retention Through Strategic Relationship Management Guide customers through complex questions, workflow optimization, and platform best practices to support growth and account health Lead customer conversations to address challenges, mitigate risk, improve outcomes, and drive customer health Provide thoughtful recommendations and alternative workflows tailored to each practice, supporting growth and long-term success Cross-Functional Collaboration & Customer Advocacy Identify trends, product gaps, and recurring feedback across your portfolio Partner with Product, Design, and internal teams to advocate for customer needs Share insights that inform adoption strategies and improve the customer experience Documentation & Process Adherence Maintain clear, detailed documentation on customer goals, health, risks, and outcomes Follow established internal processes for reporting and collaboration Adapt quickly as tools, workflows, and processes evolve Desired Skills & Experience 3+ years of experience in Customer Success, Account Management, or Relationship Management within a SaaS or technology-driven environment Experience working in health tech including EHRs, practice management software, or healthcare SaaS Experience working with technology platforms Notion, Slack, Gong and ChurnZero or similar Familiarity with healthcare practice workflows and operational considerations Exceptional communication skills, with the ability to explain complex concepts clearly Proven ability to drive customer adoption, retention, and long-term success Strong phone and video communication skills Strong problem-solving and consultative skills Comfort collaborating cross-functionally Bonus Points You are empathetic, curious, and customer-focused You enjoy solving complex problems and building long-term relationships You are proactive, organized, and accountable for outcomes You are comfortable balancing structure with ambiguity 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 privacy@simplepractice.com . 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, no-reply@greenhouse.io or no‑reply@linkedin.com 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 $88,000 — $111,000 USD

Requirements

Must-haves

This role carries measurable goals related to retention, feature adoption, practice growth, and overall customer health .
Partner with Assigned Customers
Own the post-sale relationship for a named portfolio of medium to large group practices
Serve as the primary strategic point of contact and trusted advisor
Conduct regular success check-ins to understand customer goals, workflows, and evolving needs, and consult on product usage to support those goals
Educate customers on relevant features, enhancements, add-ons, and best practices, with guidance on applying them to achieve their objectives
Drive Retention Through Strategic Relationship Management
Guide customers through complex questions, workflow optimization, and platform best practices to support growth and account health
Lead customer conversations to address challenges, mitigate risk, improve outcomes, and drive customer health
Provide thoughtful recommendations and alternative workflows tailored to each practice, supporting growth and long-term success
Cross-Functional Collaboration & Customer Advocacy
Identify trends, product gaps, and recurring feedback across your portfolio
Partner with Product, Design, and internal teams to advocate for customer needs
Share insights that inform adoption strategies and improve the customer experience
Documentation & Process Adherence
Maintain clear, detailed documentation on customer goals, health, risks, and outcomes
Follow established internal processes for reporting and collaboration
Adapt quickly as tools, workflows, and processes evolve
Desired Skills & Experience
3+ years of experience in Customer Success, Account Management, or Relationship Management within a SaaS or technology-driven environment

Nice-to-haves

You are empathetic, curious, and customer-focused
You enjoy solving complex problems and building long-term relationships
You are proactive, organized, and accountable for outcomes
You are comfortable balancing structure with ambiguity

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave

Wellness