Strategic Customer Success Manager - Billing

SimplePractice is dedicated to improving access to quality care for health and wellness clinicians. They are seeking a Strategic Customer Success Manager to partner with biller customers, driving long-term outcomes through strategic planning and executive alignment.

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
• Serve as the primary strategic partner for the company’s most valuable customers
• 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

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
• 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