Senior Manager of Customer Success (Onboarding)

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-deliver Sr. 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. This role will give you front row access in a startup while you provide tangible value to our growing employee base.

Responsibilities

Manage and grow a world-class Customer Success Onboarding team

• Manage the staffing and development of a high-performing team.
• Create, optimize, and maintain operational practices as needed to track performance of teams and individuals. Implement a performance management structure that ensures our team is consistently improving over time.
• Maintain alignment and communication with the Senior Director of Customer Success, the other Manager(s) of Customer Success, and with Leads.
• Foster collaboration within the SimplePractice team, and with our partners and vendors.
• 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 Onboarding programs and initiatives

• Drive the overhaul of the Onboarding function to a world-class, scalable motion that drives value and customer satisfaction.
• Execute creative and innovative workflows that are metrics-driven to improve both the team's and our customers' experience.
• Manage the development and execution of goals, KPIs, projects, and resources, and ensure alignment with company-wide and interdepartmental initiatives.
• Represent CS and our customers with regard to company-wide initiatives.
• Identify and assess new tools and processes that could measurably increase our efficiency and efficacy.
• Assist the Senior Director of Customer Success with cultivating and managing vendor relationships.

Supervise and execute initiatives that enable team members to achieve ambitious goals

• Coach CS Leads & Seniors on how to achieve ambitious goals through sharing best practices, performance management. development, and mentorship.
  • Implement strategies to directly impact adoption, conversions, and customer retention.
  • Identify potential product enhancements that simplify the early customer experience.
• Use qualitative and quantitative data to identify enhancements to all of our features, to share that feedback with our Product, Marketing, Engineering, and Product Marketing teams.
• Coordinate and manage CS-wide meetings, on-site CS sub-group summits, and CS participation and in broader company-wide collaboration events.
• Mentor Customer Success Managers and act as an advisor to all CS Leads.
• Collaborate with Recruiting, Finance, and the Senior Director of Customer Success to forecast, justify, and approve the addition and hiring of CS team members

Desired Skills & Experience

• 6-8 years of experience in customer support or service industry, serving a diverse and professional customer base. Experience with SMB a plus.
• 4+ years in a supervisory role managing both exempt and non-exempt team members
• Bachelor's degree from an accredited college or university
• A sense of urgency to provide a world-class customer experience.
• The ability to adapt to different situations and make adjustments as needed.
• Experience leveraging Customer Success best practices.
• Proven ability to develop strategies, translate them into initiatives, and track successful execution through project management best practices. You deliver results ahead of time and exceeding goals.
• 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.

Bonus Points

• You're a results-driven operator who can confidently dig into the details to make informed decisions.
• You're a servant-style leader who understands our team is our greatest asset.
• You're highly empathetic, patient, and you really love helping people.
• You have a willingness to listen carefully, explore new ideas, and to learn from the past while looking to the future.
• You're obsessive about creating an exceptional experience for each of our customers.
• You have impeccable written and verbal communication skills, with an emphasis on a conversational tone.
• You're self-managing, self-starting, and self-motivating, can organize in a multitasking environment, and can adjust priorities on-the-fly.
• Big plus if you have past experience working with Zendesk, SMB-focused SaaS companies, or in start-up environments.

Base Compensation Range

$140,000 - $150,000 annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus, equity or commission. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Benefits

We offer a competitive benefits program including:

• 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)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC ("SimplePractice" or "us" or "we" or "our"). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice.

For more information about our privacy practices, please contact us at privacy@simplepractice.com.