Strategic Customer Success Manager - Billing

SimplePractice

10h

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. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work. We’re looking for a Strategic Customer Success Manager to partner with SimplePractice’s biller customers—organizations that manage billing across multiple provider clients—and drive long-term outcomes through executive alignment, strategic planning, and enterprise-scale success. At SimplePractice, Strategic Customer Success Managers operate as trusted advisors to senior clinical, operational, and executive stakeholders. This role requires deep expertise in healthcare technology, strong executive presence, and the ability to navigate complex, multi-stakeholder environments. Strategic Customer Success Managers own the post-sale experience for high-impact accounts and are accountable for retention, strategic adoption, customer health, and long-term value realization. This role goes beyond adoption to focus on transformation, scalability, and sustained partnership.

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

Nice To Haves

You are empathetic, curious, and customer-focused
You enjoy solving complex problems and building long-term relationships
You are proactive, organized, and accountable for outcomes
You are comfortable balancing structure with ambiguity

Responsibilities

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
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, including workflows that span multiple client accounts
Identify growth, retention, and risk signals across enterprise customer environments
Proactively manage renewal exposure and lead enterprise-level risk mitigation efforts
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
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
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