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…