Customer Onboarding Specialist

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, eager-to-learn Customer Onboarding Specialist 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. 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. Responsibilities 75%-85% time spent is customer-facing and divided between the following responsibilities. Drive customer adoption through onboarding and education programsContribute to our ambitious retention goals by increasing our customer’s engagement and adoption of SimplePractice and related features/services. Support will be conducted through emails, live onboarding calls, and hosting live classes and webinarsStay 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 goalsAdhere 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 adoptionHelp identify and recommend potential product enhancements, including for paid add-on features.Maintain alignment with the larger Customer Success team and other internal stakeholdersIdentify and report knowledge gaps and work to get them added to our knowledge systemsWork with other SimplePractice teams to handle customer inquiries when inter-department collaboration is neededAll Other duties as assignedDesired Skills & Experience2+ 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 speakingA sense of urgency to complete work efficiently and accuratelyComfortable 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, OnceHub)Bonus PointsYou have the ability to explain complicated concepts in a clear and concise mannerYou’re highly empathetic, patient, and really love helping people You have professional written and verbal communication skills, with an emphasis on a warm, friendly, and conversational toneYou are organized and can ensure that action items are completed fully, even with multiple competing prioritiesYou’re self-managing and self-motivating, can organize in a multitasking environment, and can adjust priorities as neededUpbeat, enthusiastic, and a team playerBenefits We offer a competitive benefits program including:Medical, dental, vision, life & disability insurance401(k) plan with company match Flexible Time Off (FTO), wellbeing days, paid holidays, and summer FridaysMental health resourcesPaid parental leave & Backup CareTuition reimbursementEmployee 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 the SimplePractice California Job Applicant Privacy Notice. For more information about our privacy practices, please contact us at privacy@simplepractice.com. Notice to Candidates SimplePractice has been made aware of fraudulent job postings and unaffiliated third parties posing as our recruiting team. We do not have any affiliation or connection to these situations and only post open roles on our official Careers page (simplepractice.com/careers) and reputable job boards like our official LinkedIn or Indeed pages. All official SimplePractice recruitment emails will be sent from the domains @simplepractice.com, no-reply@greenhouse.io or no‑reply@linkedin.com email addresses. Examples of fraudulent domains include careers-simplepractice.com, simplepractices.com, and simplepractice.careers. Please note that SimplePractice will never ask candidates or new hires for money or payment of any kind at any stage of the recruitment or onboarding process. Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.The amount below represents the expected annual base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors. Base Compensation Range: $58,000 USD - $65,000 USD