Customer Success Specialist

PracticeTek•San Diego, CA

About The Position

The Customer Success Specialist is a customer-facing role within the Patients organization that combines proactive customer success with escalated support coordination. This role manages a defined book of business, supports assigned partner relationships, and works closely with the Enterprise Relationship Manager, Support Team, and cross-functional partners to ensure customer needs, risks, issues, and commitments are clearly prioritized and followed through. The Customer Success Specialist 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. This role owns execution and follow-through within a defined scope while partnering with the appropriate account or commercial owner on overall account strategy, renewals, pricing, and expansion decisions. This role also provides an opportunity to build the customer ownership, business judgment, and strategic relationship skills needed to grow into a future Customer Success Manager position. About IntakeQ/PracticeQ IntakeQ is on a mission to reimagine the patient experience from start to finish. As part of the PracticeTek family, we give healthcare practices the tools to connect with patients in ways that feel simple, seamless, and human. From online scheduling, forms, billing, reminders, and many valuable integrations, our platform makes every interaction effortless. The result? Happier patients, stronger practices, and providers who can focus more energy on delivering outstanding care.

Requirements

Minimum of four (4) years of experience in customer success, account support, client services, support, implementation, partner support, operations, project coordination, or a similar customer-facing role.
Demonstrated 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 around urgency, customer impact, communication, and when to escalate.
Outstanding written and verbal communication skills, including the ability to translate complex customer or technical issues into concise, accurate, and actionable updates.
Practical understanding of customer adoption, retention, renewal readiness, and growth signals, with 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 is preferred.

Responsibilities

Manage proactive outreach and follow-through for an assigned book of business, building a strong understanding of customer goals, stakeholders, workflows, adoption, open concerns, and upcoming milestones to keep accounts moving forward.
Partner with the Manager, Support and Support Team to coordinate high-priority customer issues from intake through resolution, ensuring customer impact, internal ownership, next steps, and communication are clear and that stalled or aging work is surfaced early.
Serve as a reliable point of coordination for assigned customers and partners by preparing meetings, tracking commitments, coordinating internal follow-up, and providing timely, accurate updates that build trust and confidence.
Recognize and document adoption gaps, unresolved issues, customer sentiment, workflow friction, stakeholder concerns, and broader-use-case opportunities, then connect those insights to the Enterprise Relationship Manager or appropriate commercial owner.
Maintain accurate account and case documentation, identify recurring customer themes, and partner across Support, Product, Engineering, Implementation, Billing, Operations, and other teams to improve handoffs, reduce repeat issues, and strengthen the overall customer experience.