Customer Success Tool Administrator

Summary

Join SimplePractice's Customer Success team as a Customer Success Tool Administrator and become an integral leader, collaborating with internal stakeholders to equip SimplePractice employees with the processes, skills, and tools needed to expertly serve customers. Drive operational excellence and scale the Customer Success organization through technology, process optimization, and data-driven insights. Manage the Customer Success Platform (CSP), develop strategic initiatives to improve customer outcomes, and maximize the effectiveness of the CS team. This role offers front-row access to a startup environment while providing tangible value to a growing employee base. You will own and execute the strategic vision for the Customer Success technology stack, ensuring alignment with organizational objectives. You will also play a key role in developing and optimizing customer journey playbooks and workflows.

Requirements

• 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

Responsibilities

• 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
• 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
• 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

Preferred Qualifications

• 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

Benefits

• 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)