Senior Director, Customer Success

Company: SimplePractice
Location: Santa Monica
Posted on: November 8, 2024

Job Description:

Santa Monica, California (Open to Remote) About UsAt 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 RoleWe are seeking a strategic and results-driven Senior Director of Customer Success to lead the transformation of SimplePractice's value realization and adoption motions. This role will focus on managing customer onboarding in a scaled environment, enhancing customer retention, and overseeing the management of group practices. The ideal candidate will collaborate closely with Customer Marketing and Product Management to drive customer engagement and satisfaction.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: Mentor high potential employees and foster a meritocracy.
• Presenting to Senior Leadership: Participate in weekly, monthly and quarterly reviews.
• Strategic Planning: Drive the strategic plan for the proactive CS functions.Desired Skills & Experience
• 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.
• SaaS Experience: Preference for candidates with B2B SaaS experience.
• 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. Proficiency in Tableau is a plus.
• 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.
• Bachelors in Business, STEM field a plus.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Healthcare experience a plus.Base Compensation Range$170,000 - $195,000 annually. Base salary is one component of total compensation. Employees may also be eligible for an annual bonus, commission, and equity. Some roles may also be eligible for overtime pay.We offer a competitive benefits program including:

• 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.
• Employee Resource Groups (ERGs).
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