Senior Manager of Customer Success Onboarding
Senior Manager of Customer Success Onboarding
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$ 140000 - 150000
1 Vacancy
Job Description
About Us
At SimplePractice our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed helps them manage their business and practice once theyre up and running and enables new clients to discover and interact with practitioners. Taking a practitionerfirst approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start grow and maintain a successful private practice.
The Role
Were looking for a friendly eagertodeliver Sr. Manager Customer Success to join our Customer Success 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. Youll be an integral leader of the Customer Success team working collaboratively with internal stakeholders to provide SimplePractice employees with the processes skills and tools to expertly serve our customers. This role will give you front row access in a startup while you provide tangible value to our growing employee base.
Responsibilities
Manage and grow a worldclass Customer Success Onboarding team
- Manage the staffing and development of a highperforming team.
- Create optimize and maintain operational practices as needed to track performance of teams and individuals. Implement a performance management structure that ensures our team is consistently improving over time.
- Maintain alignment and communication with the Senior Director of Customer Success the other Manager(s) of Customer Success and with Leads.
- Foster collaboration within the SimplePractice team and with our partners and vendors.
- Deliver transformational leadership so that the team is highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of SimplePractice.
Supervise and execute Onboarding programs and initiatives
- Drive the overhaul of the Onboarding function to a worldclass scalable motion that drives value and customer satisfaction.
- Execute creative and innovative workflows that are metricsdriven to improve both the teams and our customers experience.
- Manage the development and of goals KPIs projects and resources and ensure alignment with companywide and interdepartmental initiatives.
- Represent CS and our customers with regard to companywide initiatives.
- Identify and assess new tools and processes that could measurably increase our efficiency and efficacy.
- Assist the Senior Director of Customer Success with cultivating and managing vendor relationships.
Supervise and execute initiatives that enable team members to achieve ambitious goals
- Coach CS Leads & Seniors on how to achieve ambitious goals through sharing best practices performance management. development and mentorship.
- Implement strategies to directly impact adoption conversions and customer retention.
- Identify potential product enhancements that simplify the early customer experience.
- Use qualitative and quantitative data to identify enhancements to all of our features to share that feedback with our Product Marketing Engineering and Product Marketing teams.
- Coordinate and manage CSwide meetings onsite CS subgroup summits and CS participation and in broader companywide collaboration events.
- Mentor Customer Success Managers and act as an advisor to all CS Leads.
- Collaborate with Recruiting Finance and the Senior Director of Customer Success to forecast justify and approve the addition and hiring of CS team members
Desired Skills & Experience
- 68 years of experience in customer support or service industry serving a diverse and professional customer base. Experience with SMB a plus.
- 4 years in a supervisory role managing both exempt and nonexempt team members
- Bachelors degree from an accredited college or university
- A sense of urgency to provide a worldclass customer experience.
- The ability to adapt to different situations and make adjustments as needed.
- Experience leveraging Customer Success best practices.
- Proven ability to develop strategies translate them into initiatives and track successful through project management best practices. You deliver results ahead of time and exceeding goals.
- 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.
Bonus Points
- Youre a resultsdriven operator who can confidently dig into the details to make informed decisions.
- Youre a servantstyle leader who understands our team is our greatest asset.
- Youre 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.
- Youre obsessive about creating an exceptional experience for each of our customers.
- You have impeccable written and verbal communication skills with an emphasis on a conversational tone.
- Youre selfmanaging selfstarting and selfmotivating can organize in a multitasking environment and can adjust priorities onthefly.
- Big plus if you have past experience working with Zendesk SMBfocused SaaS companies or in startup environments.
Base Compensation Range
$140000 $150000 annually
Base salary is one component of total compensation. Employees may also be eligible for an annual bonus equity or commission. Some roles may also be eligible for overtime pay.
The above represents the expected base compensation range for this job requisition. Ultimately in determining your pay well consider many factors including but not limited to skills experience qualifications geographic location and other jobrelated factors.
Benefits
We offer a competitive benefits program including:
- Medical dental vision life & disability insurance
- 401(k) plan with company match & employee stock purchase plan (ESPP)
- Flexible Time Off (FTO) wellbeing days paid holidays and summer Fridays
- Mental health resources
- Paid parental leave & Backup Care
- Tuition reimbursement
- Employee Resource Groups (ERGs)
California Job Applicant Privacy Notice
Thank you for your interest in opportunities at SimplePractice LLC (SimplePractice or us or we or our). Please note that when you submit your resume or application materials to us for employment purposes you are subject to theSimplePractice California Job Applicant Privacy Notice.
For more information about our privacy practices please contact us at.
Required Experience:
Senior Manager
Employment Type
Full-Time
