Director of Customer Education

Location: Los Angeles

SimplePractice | $170,000-$190,000

Steph's Notes:

Maybe I'm just a cynical bitch (maybe, LOL), but their values are pretty woo-wooey, and considering some of the other jobs we've seen from "health and wellness" companies, I'm a little anxious about this one.

The Benefits section only lists actual benefits and the benefits themselves are decent, but that's pretty much it for actual info about the company on the Careers page. It's a little underwhelming.

We are seeking a strategic and results-driven Director of Customer Education to lead the development and execution of scalable education programs for our customers.

Job descriptions obviously have tropes just like any other genre of writing, but I feel like I've read this exact sentence so many times recently that I'm no longer playing Bad Job Bingo but a really boring game of Mad Libs.

Reporting to the Chief Customer Officer

Well hey, I love this. It's so rare to see this position in any company (Tech or otherwise), I see it as a green flag.

the ideal candidate will collaborate closely with Customer Marketing, Product Management, and Customer Success to enhance customer engagement and satisfaction.

Ideal candidate statements should detail what qualities and experience the candidate needs to have to be successful, not just a simple statement of what they'll do. AI has ruined job listings, ask me how.

Collaboration with Customer Marketing: Work closely with the Customer Marketing team to ensure education initiatives align with broader customer engagement and retention efforts.
Collaboration with Product Management: Partner with Product Management to ensure that customer education materials reflect the latest product updates and enhancements

This is also great. This kind of collaboration should be a given, but it so often isn't, so it's nice to see it spelled out.

$170,000 - $190,000 annually

This salary is excellent and actually competitive. See what can happen when you have a CCO?

I'm glad that my anxiety was proven unnecessary – this sounds like a great job with great pay and benefits. They do ask for salary expectations, but it's not a required question, so not sure what to make of that.

It's not so outstanding that I feel comfortable giving it a Green Means Go, but it's a high Eh, It's Probably Fine.

Original Job Description: Director of Customer Education

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 they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first 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:

We are seeking a strategic and results-driven Director of Customer Education to lead the development and execution of scalable education programs for our customers. This role will focus on building a comprehensive 1:Many Customer Education strategy, ensuring that customers have access to high-quality educational content, onboarding support, and self-service resources. Reporting to the Chief Customer Officer, the ideal candidate will collaborate closely with Customer Marketing, Product Management, and Customer Success to enhance customer engagement and satisfaction.

Responsibilities:

• Manage Customer Help Center: Oversee the strategy and continuous improvement of the Customer Help Center to ensure customers have access to relevant and up-to-date self-service resources.
• Manage 1:Many Customer Onboarding: Develop and oversee onboarding initiatives, including guides, webinars, and how-to videos, to ensure a seamless and scalable onboarding experience.
• Customer Success 1:Many Strategy: Drive initiatives that enhance the education and success of customers at scale, reducing reliance on 1:1 support while improving overall adoption and retention.
• Manage Education Videos and How-to Guides: Lead the development and maintenance of educational video content and written guides to help customers maximize the value of SimplePractice’s products.
• AI Strategy for Customer Education: Identify opportunities to leverage AI-driven tools for customer education, including chatbots, interactive learning experiences, and automated content recommendations.
• Collaboration with Customer Marketing: Work closely with the Customer Marketing team to ensure education initiatives align with broader customer engagement and retention efforts.
• Collaboration with Product Management: Partner with Product Management to ensure that customer education materials reflect the latest product updates and enhancements.
• Presenting to Senior Leadership: Provide regular updates and strategic recommendations to senior leadership, demonstrating the impact of education initiatives on customer success and retention.

Desired Skills & Experience:

• SMB Experience: Proven experience working with Small and Medium Businesses (SMB) to understand their unique challenges and needs.
• Minimum 7 Years Experience leading customer education, enablement, or customer success programs in a SaaS environment.
• Strong background in developing and executing scalable customer education strategies, including webinars, knowledge bases, and video content.
• Expertise in leveraging AI and automation tools for customer education and support.
• Proven ability to collaborate across teams, including marketing, product, and customer success.
• Excellent communication and presentation skills, with the ability to engage both internal and external stakeholders.
• Data-driven mindset with a strong focus on measuring and optimizing customer education initiatives.
• Experience with customer education platforms, knowledge base software, and LMS tools is a plus.  
• Proficiency with ZenDesk, CS Case Management Tools
• Bachelor's degree in Business, Education, or a related field (MBA preferred).
• SaaS Experience:  Preference for candidates with BtoB SaaS experience 
• Building Customer Journeys: Demonstrated experience in designing and implementing comprehensive customer journeys that enhance the overall client experience.
• Proficiency in customer success software platforms such as Gainsight, ChurnZero, or similar tools a plus

Base Compensation Range

$170,000 - $190,000 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, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Benefits

We offer a competitive benefits program including:

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• 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 the SimplePractice California Job Applicant Privacy Notice. 

For more information about our privacy practices, please contact us at privacy@simplepractice.com.