Customer Success Tool Administrator

About Us 

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role

We’re looking for a collaborative, eager-to-make-an-impact Customer Success Tool Administrator to join our Customer Success team. 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 an integral leader of the Customer Success team, working collaboratively with internal stakeholders to provide SimplePractice employees with the processes, skills, and tools to expertly serve our customers. You will drive operational excellence and scale our Customer Success organization through technology, process optimization, and data-driven insights. This role will be instrumental in maximizing the effectiveness of our CS team by managing our Customer Success Platform (CSP) and developing strategic initiatives to improve customer outcomes. This role will give you front row access in a startup while you provide tangible value to our growing employee base.

Responsibilities

CSP Administration & Enhancement:

• Own and execute the strategic vision for the Customer Success technology stack, with primary ownership of a CSP (ex: ChurnZero/Gainsight) and associated tools, ensuring alignment with organizational objectives
• Demonstrated ability to translate high-level strategic directives into actionable tool-based solutions, independently determining optimal approaches to achieve desired outcomes
• Proactively analyze system data to uncover trends, recommend process improvements, and develop strategic initiatives that measurably improve operational efficiency and user satisfaction
• Define and execute platform adoption strategy, developing comprehensive enablement programs and measuring effectiveness through key performance indicators in partnership with Learning & Development functions
• Develop predictive analytics frameworks to identify trends and opportunities for operational efficiency and customer success improvements
• Lead the design and implementation of complex system integrations between the CSP and enterprise systems (CRM, product analytics, Segment, Snowflake), partnering with IT/Engineering to architect optimal solutions
• Orchestrate cross-functional partnerships with Product, Marketing, and Customer Service teams to drive strategic initiatives, enhance customer journey workflows, and ensure data-driven decision making
• Spearhead data governance initiatives, establishing frameworks for data quality, integrity, and validation across all integrated platforms

Playbook Development & Optimization:

• Architect, implement, and maintain customer journey playbooks and workflows for onboarding and retention teams that align with company strategies and growth plans
• Partner with executive leadership to design and optimize automated engagement strategies that drive customer value realization
• Establish metrics and success criteria for playbook effectiveness, implementing continuous improvement cycles based on quantitative analysis
• Design and implement sophisticated performance tracking systems that provide actionable insights for leadership team and individuals
• Develop comprehensive analytics models to evaluate customer behavior patterns and predict engagement trends and measure the impact of Customer Success initiatives.
• Lead the development of data-driven strategies to accelerate customer adoption, maximize retention, and drive expansion opportunities
• Oversee the documentation and maintenance of playbook libraries and associated processes

Process Improvement:

• Drive organizational transformation through the identification and implementation of strategic process improvements and automation initiatives
• Lead complex, cross-functional projects that enhance operational efficiency and scale, from conception to execution
• Develop and optimize operational frameworks that support rapid team growth and business expansion, as well as drive operational excellence and enhance team productivity
• Establish governance frameworks and change management processes to ensure sustainable implementation of new initiatives

Desired Skills & Experience

• 5+ years of experience in Customer Success Operations or similar role, 
• Bachelor’s degree from an accredited college or university
• Advanced administrative experience with Customer Success Platforms (ChurnZero, Gainsight, or similar)
• Experience creating and optimizing customer journey playbooks
• Excellent project management and process improvement skills
• Strong analytical skills and proficiency with data analysis tools
• Strong communication and stakeholder management abilities
• Background in SaaS customer success; SMB preferred
• Experience with change management and driving tool adoption
• Deep understanding of Customer Success metrics and KPIs and related tooling strategies to influence performance improvement
• Knowledge of SQL and BI tools
• Experience leveraging customer success best practices.
• Proven ability to develop strategies, translate them into initiatives, and track successful execution.
• Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation, and planning that will drive organizational efficiencies and customer satisfaction.
• The ability to collaborate effectively across the organization and with external stakeholders.
• A sense of urgency to provide a world-class customer experience.
• The ability to adapt to different situations and make adjustments as needed.

Bonus Points

• Advanced experience with Slack, Asana, Google Workspace, Zendesk, Workday, Agile project management tools like Pivotal Tracker, collaborative interface design tools like Figma, business intelligence software like Sisense and Mixpanel, payment and subscription processors like Stripe, insurance clearinghouses like Eligible and Availity, workforce management tools like Assembled, complex tech stacks, sales and revenue generation, and specialized teams.
• Intermediate/advanced knowledge of HIPAA, PCI-DSS, PHIPA, GDPR

Base Compensation Range

$101,000 - $130,000 annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus, equity or commission. Some roles may also be eligible for overtime pay.

The above represents the expected 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.

Benefits

We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match & employee stock purchase plan (ESPP)
• 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 [email protected].