Customer Success Specialist - Patients

PracticeTek

5d • $25 - $28 • Remote

About The Position

The Customer Success Specialist is a customer-facing role within the Patients organization, combining proactive customer success with coordination of escalated support. The specialist manages a defined book of business, supports assigned partner relationships, and works with the Enterprise Relationship Manager, Support Team, and cross-functional partners to prioritize and follow through on customer needs, risks, issues, and commitments.

The role helps customers realize greater value from PracticeTek solutions by supporting adoption, reducing operational friction, coordinating issue resolution, and identifying risks or opportunities that may affect retention and growth. The specialist owns execution and follow-through within a defined scope and partners with the appropriate account or commercial owner on account strategy, renewals, pricing, and expansion decisions. The position also offers an opportunity to develop customer ownership, business judgment, and strategic relationship skills for a potential future Customer Success Manager role.

Requirements

• At least four years of experience in customer success, account support, client services, support, implementation, partner support, operations, project coordination, or a similar customer-facing role.
• Ability to manage multiple customers, cases, stakeholders, priorities, and deadlines while maintaining strong documentation, organization, and follow-through.
• Experience coordinating complex or escalated customer issues across multiple teams, with sound judgment about urgency, customer impact, communication, and when to escalate.
• Strong written and verbal communication skills, including the ability to translate complex customer or technical issues into concise, accurate, actionable updates.
• Practical understanding of customer adoption, retention, renewal readiness, and growth signals.
• Experience using CRM, ticketing, customer success, project management, or collaboration tools.

Nice To Haves

• Experience in healthcare technology, SaaS, EHR, practice management, payments, or healthcare operations.

Responsibilities

• Manage proactive outreach and follow-through for an assigned book of business, building understanding of customer goals, stakeholders, workflows, adoption, concerns, and milestones.
• Coordinate high-priority customer issues with the Manager, Support and Support Team from intake through resolution; clarify customer impact, internal ownership, next steps, and communications, and surface stalled or aging work early.
• Prepare meetings, track commitments, coordinate internal follow-up, and provide timely, accurate updates to assigned customers and partners.
• Identify and document adoption gaps, unresolved issues, customer sentiment, workflow friction, stakeholder concerns, and broader-use-case opportunities; share relevant insights with the Enterprise Relationship Manager or appropriate commercial owner.
• Maintain accurate account and case documentation and identify recurring customer themes.
• Partner with Support, Product, Engineering, Implementation, Billing, Operations, and other teams to improve handoffs, reduce repeat issues, and strengthen the customer experience.
• Support customer adoption, retention, issue resolution, and identification of qualified broader-use-case opportunities.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• 401(k) with company match
• May be eligible for additional compensation such as bonuses or equity, as applicable

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed