Team Lead, Customer Success

SimplePractice

About The Position

We’re looking for a friendly, eager-to-learn Team Lead, Scaled Customer Success to join our Customer Success team. SimplePractice is built for our customers, and supporting their success is our top priority. We strive to provide unparalleled support and encourage our customers to always let us know how we can improve our products. You’ll be an integral member of the Customer Success team, getting to know and developing your team while focusing on hitting performance targets, and working collaboratively with our entire team. This role will give you front row access in a dynamic work environment while you provide tangible value and support to our growing community.

Requirements

4+ years of experience in customer success or customer lifecycle management, serving a diverse and professional customer base
Bachelor’s degree from an accredited college or university
Able to perform expected duties and responsibilities with little or no supervision
Ability to learn new systems and processes quickly, and to teach them to others and troubleshoot them.
Experience leveraging Customer Success best practices
Proven ability to develop coaching 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
Intermediate experience with Slack, Asana, Google Workspace, Zendesk, Workday.
Intermediate knowledge of HIPAA, PCI-DSS, PHIPA, and GDPR

Nice To Haves

Preferred: 1+ years of experience working in a scaled customer success motion
Preferred: 1-2+ years of experience in a supervisory role
Preferred: A clear understanding of the software development cycle, and experience collaborating with cross-functional teams to make new features and enhancements a reality
You’re a results-driven leader who can confidently dig into the details to make informed decisions
You’re highly empathetic, patient, and you really love helping people
You have a willingness to listen carefully, explore new ideas, and to learn from the past while looking to the future
You’re obsessive about creating an exceptional experience for each of our customers
Comfortable with ambiguity and have the ability to adapt to different situations and make adjustments as needed
You have impeccable written and verbal communication skills, with an emphasis on a conversational tone.
You’re self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as needed
Big plus if you have past experience working in SaaS companies, or in start-up environments

Responsibilities

Oversee and manage your team; monitor their workflows, identify and coach their performance
Mentor and support your team members by providing guidance with day-to-day responsibilities, holding regular 1-on-1s, and monitoring their performance.
Develop and implement coaching plans that improve team members’ efficiency, quality, and performance.
Inspire and motivate your team, fostering a positive and supportive work environment.
Supervise and manage your team’s day-to-day operations in a fast-paced environment, including scheduling and resourcing.
Address escalated customer concerns through direct de-escalation techniques or by advising your team members on effective resolutions
Monitor processes, identify areas for improvement, and implement solutions to enhance efficiency and customer satisfaction.
Identify, and potentially, conduct training sessions; work cross-functionally to implement training programs that address skill gaps on your team, and provide ongoing support.
Collaborate with the QA Lead to develop, implement, and oversee Quality Assurance workflows tailored to your group.
Stay updated on product and process updates that would affect your team; effectively communicate changes within your group that would affect other teams.
Work with other SimplePractice teams to handle customer inquiries and escalations when inter-department collaboration is needed
Collaborate with other team leads and management to develop strategies for improving customer satisfaction and operational efficiency.
Communicate effectively with a professional and collaborative tone.
Identify and report knowledge gaps for our team, and work to get them added to our knowledge systems.
Implement and oversee initiatives that contribute to achieving ambitious revenue goals by coaching your team on how to identify and execute:
Strategies to directly impact customer satisfaction and retention
Identify and maximize opportunities for feature adoption
Identify potential product enhancements
Serve as a liaison between our Customer Success and Product Development teams
Use qualitative and quantitative data to identify enhancements to all of our features, and directly share that feedback with our Product, Marketing, Engineering, and Product Marketing teams:
Help define detailed use cases and determine the business logic of new features
Assist with conducting research, validating assumptions, and gathering feedback from both leads and customers as needed for key group practice product initiatives
Apply a combination of qualitative and quantitative research, customer understanding, and product intuition to help inform decisions and prioritization.
Identify and communicate potential platform issues
Take ownership of routine problems with intuitive problem-solving skills, and escalate product issues as necessary
Own and evolve a scaled, tech-touch coverage model for a high-volume customer segment, defining when to rely on automation vs. human intervention
Build and optimize 1:many engagement strategies in partnership with Marketing to address common lifecycle needs and reduce repeat friction at scale
Establish clear risk detection and triage frameworks, ensuring early identification of at-risk accounts and efficient routing to Retention when needed
Translate trends from a high-volume customer base into actionable insights for Product and Marketing, advocating for improvements that reduce churn drivers across the segment