Manager, Customer Success

SimplePractice
United States
Full timeUSD 76,160 - 95,200 annuallyFunction: Customer Success & Account ManagementExperience: 5-7 yearsEducation: bachelorsSkills: ["Strategic thinking","Analytical thinking","Coaching","Cross-functional collaboration","Communication"]

Lead and develop a team of Customer Success Managers to drive customer health, retention, and expansion for group practice customers. Own portfolio metrics and churn risk signals, partner with CSMs on strategic account plans, and manage escalations and executive engagement. Improve CS processes by building playbooks, dashboards, and training programs, and use CS tools and platforms such as ChurnZero and HubSpot to scale outcomes and visibility.

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FursaFursa
SimplePractice
SimplePractice
1 day ago

Manager, Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Lead and develop a team of Customer Success Managers to drive customer health, retention, and expansion for group practice customers. Own portfolio metrics and churn risk signals, partner with CSMs on strategic account plans, and manage escalations and executive engagement. Improve CS processes by building playbooks, dashboards, and training programs, and use CS tools and platforms such as ChurnZero and HubSpot to scale outcomes and visibility.
Location: United States
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Provide strategic oversight and leadership for a Customer Success Managers team, ensuring alignment to departmental and organizational goals.
  • •Coach and develop team members through 1-on-1s and Growth & Impact Plans, and implement performance improvement strategies.
  • •Own customer health, retention, and expansion metrics; identify churn risk and implement proactive interventions.
  • •Collaborate with Sales and Revenue Operations on contract negotiations and expansion plays.
  • •Drive operational excellence by building CS playbooks/workflows, training programs, success metrics, reporting cadences, and dashboards; use CS tools to improve efficiency and visibility.

Pay and Benefits

Salary: USD 76,160 - 95,200 annually
Perks:Health InsuranceDentalVisionLife InsuranceDisability Insurance401kPaid LeaveParental Leave

Key Requirements

  • •5-7 years of experience in Customer Success, Account Management, or related customer-facing roles in B2B SaaS environments.
  • •2+ years in a leadership role managing and developing Customer Success or Account Management teams.
  • •Proven track record driving customer retention and expansion in a named-account or high-touch CS model.
  • •Strong analytical and strategic thinking using data to drive business outcomes and decision-making.
  • •Advanced working knowledge of CS platforms and CRM/customer data tools (e.g., ChurnZero, Gainsight, Totango; CRM systems).
Experience:5-7 yearsB2B SaaSHealthcare technologyRegulated industries
Education:Bachelor's
Skills:Strategic thinkingAnalytical thinkingCoachingCross-functional collaborationCommunication
Languages:English
Tech Stack:ChurnZeroHubSpotChargebeeGainsightTotangoCRMCustomer dataAIAutomation

Company Brief

SimplePractice
Provides practice management and telehealth software for behavioral health and wellness professionals, offering scheduling, billing, documentation, and secure telehealth services to streamline clinical workflows.
Industry: HealthTech
Headquarters: Lehi, United States
Founded: 2012
WebsiteLinkedIn