Customer Success Specialist - Patients

Title: Customer Success Specialist

Team: Customer Success, Patients

Location: Remote

Reports To: Manager, Support

The Customer Success Specialist is a customer-facing role within the Patients organization that combines proactive customer success with escalated support coordination. This role manages a defined book of business, supports assigned partner relationships, and works closely with the Enterprise Relationship Manager, Support Team, and cross-functional partners to ensure customer needs, risks, issues, and commitments are clearly prioritized and followed through.

The Customer Success Specialist helps customers realize greater value from PracticeTek solutions by supporting adoption, reducing operational friction, coordinating issue resolution, and identifying risks or opportunities that may affect retention and growth. This role owns execution and follow-through within a defined scope while partnering with the appropriate account or commercial owner on overall account strategy, renewals, pricing, and expansion decisions.

This role also provides an opportunity to build the customer ownership, business judgment, and strategic relationship skills needed to grow into a future Customer Success Manager position.

About Doctible

Doctible is on a mission to reimagine the patient experience from start to finish. As part of the PracticeTek family, we give healthcare practices the tools to connect with patients in ways that feel simple, seamless, and human. From online scheduling and two-way texting to reputation management, reminders, and surveys, our platform makes every interaction effortless. The result? Happier patients, stronger practices, and providers who can focus more energy on delivering outstanding care.

What You’ll Do

Here’s how you’ll help us bring our mission to life and show up as a Trusted Partner:

• Own Proactive Customer Engagement: Manage proactive outreach and follow-through for an assigned book of business, building a strong understanding of customer goals, stakeholders, workflows, adoption, open concerns, and upcoming milestones to keep accounts moving forward.
• Drive Escalated Issues Toward Resolution: Partner with the Manager, Support and Support Team to coordinate high-priority customer issues from intake through resolution, ensuring customer impact, internal ownership, next steps, and communication are clear and that stalled or aging work is surfaced early.
• Strengthen Customer and Partner Relationships: Serve as a reliable point of coordination for assigned customers and partners by preparing meetings, tracking commitments, coordinating internal follow-up, and providing timely, accurate updates that build trust and confidence.
• Identify Retention Risks and Growth Signals: Recognize and document adoption gaps, unresolved issues, customer sentiment, workflow friction, stakeholder concerns, and broader-use-case opportunities, then connect those insights to the Enterprise Relationship Manager or appropriate commercial owner.
• Improve Cross-Functional Execution: Maintain accurate account and case documentation, identify recurring customer themes, and partner across Support, Product, Engineering, Implementation, Billing, Operations, and other teams to improve handoffs, reduce repeat issues, and strengthen the overall customer experience.

How Success is Measured

Here’s how we’ll know you’re making an impact and raising the bar

• Proactive Account Coverage: Assigned customers receive consistent, prioritized outreach and follow-through, with risks, commitments, owners, and next steps accurately documented.
• Escalation Management: High-priority and escalated customer issues have clear ownership, customer impact, milestones, and communication, with stalled or aging work identified and escalated promptly.
• Customer Risk and Opportunity Identification: Adoption gaps, recurring issues, retention risks, customer sentiment, and qualified expansion signals are surfaced early and supported by clear evidence and recommended next steps.
• Execution and Stakeholder Visibility: Customer, partner, and internal stakeholders have reliable visibility into priorities, open issues, commitments, blockers, and decisions required to move work forward.
• Retention and Customer Value: The role contributes to stronger customer retention and growth by supporting adoption, reducing avoidable friction, coordinating effective issue resolution, and identifying qualified broader-use-case opportunities.

What You Bring

Your unique talents are what make you shine. For this role, success looks like:

• Minimum of four (4) years of experience in customer success, account support, client services, support, implementation, partner support, operations, project coordination, or a similar customer-facing role.
• Demonstrated ability to manage multiple customers, cases, stakeholders, priorities, and deadlines while maintaining strong documentation, organization, and follow-through.
• Experience coordinating complex or escalated customer issues across multiple teams, with sound judgment around urgency, customer impact, communication, and when to escalate.
• Outstanding written and verbal communication skills, including the ability to translate complex customer or technical issues into concise, accurate, and actionable updates.
• Practical understanding of customer adoption, retention, renewal readiness, and growth signals, with experience using CRM, ticketing, customer success, project management, or collaboration tools. Experience in healthcare technology, SaaS, EHR, practice management, payments, or healthcare operations is preferred.

Ready to Join?

If you’re excited to bring your ideas, energy, and expertise to a team that’s shaping the future of healthcare, we can’t wait to hear from you. Apply today and let’s make healthcare simpler, smarter, and Better.Together.

The Fine Print (That Really Matters)

At PracticeTek, we determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $25 - $28. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

PracticeTek is an Equal Opportunity Employer. We are committed to creating an inclusive environment where all employees feel valued and supported. All qualified applicants will receive fair treatment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, age, disability, veteran status, genetic information, marital status, uniformed service status, or any other characteristic protected under applicable law.

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.