Senior Manager, Customer Success

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 friendly, eager-to-lead Senior Manager, Customer Success 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. Proactive Customer Success is a new function here at SimplePractice, and you will play a key role in building the future of this department. This role will give you front row access in a startup while you provide tangible value to our growing employee base.

Responsibilities

Establish and grow a world-class Customer Success team

• Lead, mentor, and develop a team of Customer Success Managers and Retention Specialists. Conduct regular 1:1s, coaching sessions, performance reviews, and professional development planning.
• Mentor and develop Team Leads to create engaged, performance-driven, and customer obsessed teams.
• Establish team performance metrics, KPIs, and success criteria focused on retention and customer growth for various customer segments. Manage the execution of initiatives and resourcing to ensure continuous improvement of KPIs.
• Create, optimize, and maintain operational practices as needed to track performance of your team.
• Proactively align and communicate with the Senior Director, Customer Success to deliver on key objectives and priorities.
• Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team, and aligning their efforts to the mission and vision of SimplePractice.

Supervise and execute programs and initiatives

• Oversee the implementation and expanded use of a Customer Success Platform, leveraging data and best practices to create playbooks that scale and have measurable impacts on retention and customer health.
• Own overall customer retention rates and churn reduction initiatives within the sphere of influence of Customer Success.
• Work cross-functionally with operational partners to identify and assess new tools and playbooks that measurably increase program efficacy and operational  efficiency.
• Monitor and analyze customer health metrics, usage patterns, and satisfaction scores for opportunity for improvement and to develop targeted intervention strategies on any issues. 
• Provide regular reporting on team performance, customer health, and retention trends to senior leadership.Present insights and recommendations to executive leadership and serve as a representative of our customers, particularly with our multi-clinician practices.
• Collaborate with Sales partners to identify expansion opportunities and to assist in the renewal process.
• Represent the function internally and influence product roadmap decisions by utilizing qualitative and quantitative data with Product through regular feedback loops.  
• Maintain alignment with Marketing, Sales, and Support teams to ensure a strong customer journey with clear ownership based on their lifecycle.Serve as escalation point for complex customer issues and executive-level relationships

Desired Skills & Experience

• 5+ years of experience in Customer Success, serving a diverse and professional customer base. SMB B2B SaaS experience preferred.
• 3+ years in a managerial role managing both exempt and non-exempt team members
• Previous experience in a high-growth or scaling organization, building teams
• Bachelor’s degree from an accredited college or university. Master’s degree a plus.
• A sense of urgency to provide a world-class customer experience.
• Proven ability to develop strategies, translate them into initiatives, and track successful execution.
• Demonstrated operational excell