Senior Director, Customer Success

Summary

Join SimplePractice as a Senior Director of Customer Success and lead the transformation of our value realization and adoption strategies. You will manage customer onboarding, enhance retention, and oversee group practice management. This role requires collaboration with Customer Marketing and Product Management to drive customer engagement and satisfaction. The ideal candidate possesses strong leadership experience in customer success within the SaaS industry, particularly with SMBs. A competitive compensation package, including benefits, is offered.

Requirements

• SMB Experience: Proven experience working with small and medium businesses (SMB) to understand their unique challenges and needs
• Leadership Experience: A minimum of 7 years in a leadership role within customer success or related fields
• Building Customer Journeys: Demonstrated experience in designing and implementing comprehensive customer journeys that enhance the overall client experience
• Customer Success Software: Proficiency in customer success software platforms such as Gainsight, ChurnZero, or similar tools
• Data Analytics Proficiency: Strong analytical skills with experience in data analysis
• Strong interpersonal and communication skills, with the ability to build relationships with clients and internal stakeholders
• Analytical mindset with a focus on data-driven decision-making
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities

Responsibilities

• Manage Customer Onboarding: Oversee and optimize the customer onboarding process to ensure a seamless experience for new clients in a scaled environment
• Customer Retention: Develop and implement strategies to improve customer retention rates and reduce churn
• Customer Success Management: Lead a team dedicated to managing customer success for large groups, ensuring clients achieve their desired outcomes with our products
• Collaboration with Customer Marketing: Partner with the Customer Marketing team to align efforts and enhance customer communication and engagement strategies
• Collaboration with Product Management: Partner with Product Management to ensure that customer feedback is incorporated into the roadmap
• People Leadership : Mentoring high potential employees and fostering a meritocracy
• Presenting to Senior Leadership: Participate in weekly, monthly and quarterly reviews
• Strategic Planning: Driving the strategic plan for the proactive CS functions

Preferred Qualifications

• SaaS Experience: Preference for candidates with B2B SaaS experience
• Proficiency in Tableau is a plus
• Bachelors in Business, STEM field a plus
• MBA a plus
• Healthcare experience a plus

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)
• Annual bonus
• Commission
• Equity
• Overtime pay