Customer Onboarding Specialist

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At Simple Practice, 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 Simple Practice 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, Simple Practice is shaping the future of health tech. In 2026, we were recognized by Built In 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 Med Tech Breakthrough Award for Best Practice Management Solution Provider.

We’re looking for a friendly, eager-to-learn Customer Onboarding Specialist to join our Customer Success team. Simple Practice 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. In this role, you’ll use your passion for collaboration and technology to provide our customers with a world-class training experience.

This role will give you the opportunity to provide tangible value and support to our growing community.

75%-85% time spent is customer-facing and divided between the following responsibilities:

• Drive customer adoption through onboarding and education programs
  • Contribute to our ambitious retention goals by increasing our customer’s engagement and adoption of Simple Practice and related features/services. Support will be conducted through emails, live onboarding calls, and hosting live classes and webinars
  • Stay up-to-date on technical releases and company education to evolve alongside a dynamic product.
  • Gain an understanding of the unique customer workflows for each business, and utilize deep product knowledge to confidently make recommendations to suit the software to that customer's needs.
• Address inbound lead and customer questions about our platform’s features
  • Schedule live customer onboarding training sessions with video-conferencing..
  • Triage incoming customer support emails to specialized CS team members, as needed
  • Investigate and troubleshoot complex customer questions using intuitive problem-solving skills and available resources.
  • Identify patterns in incoming support emails and chats, and inform leadership about potential issues.
• Contribute to achieving ambitious adoption & retention goals
  • Adhere to standard operating procedures, company requirements, and compliance policies to maintain an excellent standard of customer care and personal accountability.
  • Implement strategies to directly impact customer adoption and retention.
  • Identify and maximize opportunities for potential upgrades and paid add-on feature adoption
  • Help identify and recommend potential product enhancements, including for paid add-on features.
• Maintain alignment with the larger Customer Success team and other internal stakeholders
  • Identify and report knowledge gaps and work to get them added to our knowledge systems
  • Work with other Simple Practice teams to handle customer inquiries when inter-department collaboration is needed

• 2+ years of experience in customer support or service industry, serving a diverse and professional customer base
• Bachelor’s degree from an accredited college/ university or equivalent experience.
• Exceptional verbal communication skills and confidence in speaking
• A sense of urgency to complete work efficiently and accurately
• Comfortable with ambiguity to determine the best solution for our customers
• Comfortable with managing a large number of computer-based programs, applications, and toolsets simultaneously to perform job duties (e.g., Slack, Notion, Zendesk, Google Docs, Once Hub)

• You have the ability to…