Strategic Customer Success Manager

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

Requirements:

• 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