[Remote] Strategic Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. SimplePractice is a company dedicated to improving access to quality care for health and wellness clinicians through innovative software solutions. They are seeking a Strategic Customer Success Manager to partner with their largest customers, focusing on executive alignment, strategic planning, and ensuring long-term success and retention.
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
- 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
Skills
- 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
- You're highly empathetic, patient, and really love helping people
- You have excellent written and verbal communication skills, with an emphasis on a casual, friendly, and conversational tone
- You're self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
- A plus if you have past experience working with Zendesk or in SAAS companies
Benefits
- 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)
Company Overview