Customer Success Operations Specialist
About this role
About Us
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. In 2026, we were recognized by BuiltIn as a Best Remote Company to Work For, Software Guru's Best Places to Code, Becker Healthcare Telehealth Companies to Know, and we won a MedTech Breakthrough Award for Best Practice Management Solution Provider.
The Role
We’re looking for a friendly, AI-passionate, and impact-driven Customer Success Operations Specialist to join our team. You’ll help us scale and optimize our Customer Success organization by equipping our teams with the right tools, workflows, and data—with a special focus on AI innovation.This role is ideal for someone who loves operational excellence, thrives on cross-functional collaboration, and gets excited about the transformational power of AI and automation
Responsibilities
Be a Champion of AI for the CS Org
• Serve as the owner and evangelist of all AI/automation initiatives across Customer Success • Train, evaluate, and maintain AI models (e.g., ChatGPT, Ultimate, custom workflows) • Partner with Enablement and Education to ensure AI tools are aligned with support philosophy and team readiness • Stay on the cutting edge of generative AI, surfacing use cases that drive efficiency, accuracy, and better CX • Advocate for AI-driven self-service improvements and help deploy them across channels • Track the impact of AI on metrics like resolution time, ticket deflection, and CSAT • Translate team feedback into iterative improvements and share key learnings with leadership
Manage Customer Success Tools & Systems
• Administer and enhance CS platforms, including: • Zendesk: Maintain all views, fields, triggers, automations, macros, forms, and reporting structures • Zoom, Calendly: Support scheduling and call integrations • QA/WFM tools: Configure and manage systems like Assembled, Maestro • Maintain up-to-date internal documentation, SOPs, and workflow playbooks for tooling and process changes • Collaborate with Product, Engineering, and IT for system launches and improvements