Strategic Customer Success Manager - Billing

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. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work.

The Role

We’re looking for a Strategic Customer Success Manager to partner with SimplePractice’s biller customers—organizations that manage billing across multiple provider clients—and drive long-term outcomes through executive alignment, strategic planning, and enterprise-scale success.

At SimplePractice, Strategic Customer Success Managers operate as trusted advisors to senior clinical, operational, and executive stakeholders. This role requires deep expertise in healthcare technology, strong executive presence, and the ability to navigate complex, multi-stakeholder environments.

Strategic Customer Success Managers own the post-sale experience for high-impact accounts and are accountable for retention, strategic adoption, customer health, and long-term value realization. This role goes beyond adoption to focus on transformation, scalability, and sustained partnership.

Responsibilities

Own Strategic Customer Partnerships

• Serve as the primary strategic partner for the company’s most valuable customers
• Build and sustain trusted relationships across executive, clinical, operational, and financial stakeholders
• Serve as the primary strategic partner for the company’s most valuable customers
• Develop and execute multi-quarter account strategies aligned to executive-level business objectives
• Map and navigate complex stakeholder ecosystems to drive alignment and influence decision-making
• Develop a deep understanding of customer business objectives, success metrics, and organizational complexity, including workflows that span multiple client accounts
• Identify growth, retention, and risk signals across enterprise customer environments
• Proactively manage renewal exposure and lead enterprise-level risk mitigation efforts

Drive Enterprise-Scale Outcomes

• Architect and operationalize multi-quarter success strategies aligned to executive business priorities
• Lead executive business reviews (EBRs) and facilitate forward-looking strategic planning with senior stakeholders
• Influence enterprise-wide adoption, change management, and scaling strategies across complex organizations
• Anticipate and mitigate enterprise-level risk, renewal exposure, and competitive threats

Internal Leadership & Customer Advocacy

• Act as the voice of strategic customers internally
• Influence product direction, roadmap prioritization, and cross-functional initiatives
• Partner with senior leaders to align enterprise customer needs with company strategy

Operational Excellence

• Maintain detailed documentation on customer goals, risks, and outcomes
• Balance retention objectives with long-term partnership health across complex enterprise accounts
• Continuously improve enterprise success processes and frameworks

Desired Skills & Experience

• 6+ years of experience in Customer Success or Account Management managing enterprise or strategic accounts
• Deep experience in health tech, EHRs, insurance or healthcare SaaS
• Experience working with technology platforms Notion, Slack, Gong and ChurnZero or similar
• Proven executive presence and ability to influence senior stakeholders
• Experience managing complex, multi-location or multi-stakeholder organizations
• Strong strategic thinking, judgment, and autonomy

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

Don’t meet every requirement? Studies have shown that women, communities of color and historically underrepresented talent are less likely to apply to jobs unless they meet every single qualification. At SimplePractice we are dedicate