Customer Success Operations Specialist

SimplePractice

10d•$74,000 - $85,000•Remote

About The Position

At SimplePractice, we are improving access to quality care by equipping health and wellness clinicians with all the tools they need to thrive in private practice. More than 250,000 providers trust SimplePractice to build their business through our industry-leading software with powerful tools that simplify every part of practice management. From admin work to clinical care, our suite of innovative solutions work together to reduce administrative burden—empowering solo and small group practitioners to thrive alongside their clients. Award-winning and people-first, SimplePractice is shaping the future of health tech. In 2026, we were recognized by BuiltIn as a Best Remote Company to Work For, Software Guru's Best Places to Code, Becker Healthcare Telehealth Companies to Know, and we won a MedTech Breakthrough Award for Best Practice Management Solution Provider. We’re looking for a friendly, AI-passionate, and impact-driven Customer Success Operations Specialist to join our team. You’ll help us scale and optimize our Customer Success organization by equipping our teams with the right tools, workflows, and data—with a special focus on AI innovation. This role is ideal for someone who loves operational excellence, thrives on cross-functional collaboration, and gets excited about the transformational power of AI and automation.

Requirements

3+ years of experience in a CS Operations role
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
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
Proficiency with technology and web apps such as Slack, Asana, and Google Workspace

Nice To Haves

6+ months experience with Agile project management tools like Pivotal Tracker, collaborative interface design tools like Figma, HTML, CSS, JavaScript, Artificial Intelligence (AI)/Machine Learning (ML), API integrations, workforce management tools like Assembled, complex tech stacks, and specialized teams
1+ years experience with tools like Pivotal Tracker, Figma, Assembled, Maestro, and Zendesk
Familiarity with HTML/CSS/JavaScript, APIs, or SaaS integrations
Experience maintaining or evaluating generative AI platforms
Background in a high-growth, B2B SaaS environment
Past work supporting complex tech stacks or product-led CS orgs

Responsibilities

Be a Champion of AI for the CS Org: Serve as the owner and evangelist of all AI/automation initiatives across Customer Success. Train, evaluate, and maintain AI models (e.g., ChatGPT, Ultimate, custom workflows). Partner with Enablement and Education to ensure AI tools are aligned with support philosophy and team readiness. Stay on the cutting edge of generative AI, surfacing use cases that drive efficiency, accuracy, and better CX. Advocate for AI-driven self-service improvements and help deploy them across channels. Track the impact of AI on metrics like resolution time, ticket deflection, and CSAT. Translate team feedback into iterative improvements and share key learnings with leadership.
Manage Customer Success Tools & Systems: Administer and enhance CS platforms, including: Zendesk: Maintain all views, fields, triggers, automations, macros, forms, and reporting structures. Zoom, OnceHub: Support scheduling and call integrations. QA/WFM tools: Configure and manage systems like Assembled, Maestro. Maintain up-to-date internal documentation, SOPs, and workflow playbooks for tooling and process changes. Collaborate with Product, Engineering, and IT for system launches and improvements.
Enable Team and Business Success: Identify request trends through data and create additional workflows/initiatives to limit time spent by the CS team. Align tooling and workflows to support revenue-driving initiatives (e.g., trial conversion, feature adoption). Identify and operationalize opportunities for upsell, retention, and self-service enablement. Deliver on cross-functional projects with Enablement, Marketing, and Product.
Support product launches through documentation, training, and alignment.
Jump in on live support (chat, phone, Zoom) during key events or as needed.
Lead Q&A sessions or 1:1 walkthroughs to support customers.