About Us
Owl Practice Suite is a collection of SaaS products specifically designed for mental health professionals, including Owl Practice, Zencare, and Reimbursify. Our comprehensive suite of features and products streamline both the administrative and clinical tasks faced by mental health practices. We pride ourselves on our customer-centric approach, ensuring a seamless experience for our customers throughout onboarding, implementation, and ongoing support and service.
About the Role
We are looking for a candidate to have a primary focus on Owl Practice Suite’s U.S. customers, while also contributing their individual and team talents to support our wonderful customers in Canada. The right team member will make a meaningful impact on the mental healthcare landscape by ensuring our customers receive the support they need to thrive.
The ideal candidate will have a passion for delivering world-class service, as well as experience in SaaS, Customer Success, and Support. This position requires an Eastern Time Zone workday, Monday–Friday, with occasional non-standard hours during the week or on weekends as needed to support team members and customers during these time periods. A strong, reliable internet connection is required, and from time to time you may be asked to travel for in-person professional development and/or company events.
What You’ll Be Doing
- Lead a team of Customer Success and Support professionals handling high-quality service inquiries via email, phone, and video calls.
- Monitor and report on team performance, track metrics, and provide regular coaching sessions to team members to address points for development and to foster continuous improvement.
- Prepare and submit regular reports on team performance, customer inquiries, resolutions, and feedback.
- Become an expert in the full line of Owl Practice Suite products and support customers in maximizing their subscriptions and memberships.
- Serve as an escalation point for complex or sensitive customer support and billing inquiries.
- Develop retention programs and strategies, including identifying at-risk customers and managing proactive retention tactics. Use data to identify risks and opportunities.
- Identify opportunities for account growth through upselling, cross-selling, and renewals by understanding customer needs, resolving issues, and developing and analyzing customer health metrics.
- Own, track and report on Key Performance Indicators – CSAT, support delivery goals, customer retention, payments adoption.
- Manage and engage in escalated customer issues by coordinating internal resources.
- Represent the customer internally, providing feedback to Product, Engineering, and Marketing teams.
- Perform other duties as required, requested, or assigned based on the evolving needs of the team and business.
As Our Ideal Candidate, You’ll Have
- 5–7 years of experience leading a Customer Success team in a SaaS or technology-driven environment, with proven success in driving customer satisfaction and retention outcomes.
- A passion for: Anticipatory World Class Customer Service Delivery.
- Excellent people management skills: Leadership, coaching, mentoring, delegation, collaboration, and performance management.
- Strong problem-solving ability: You’re quick to analyze a situation, think of possible outcomes, and ensure a solution that leaves all Ts crossed and Is dotted. You’re a natural “fixer,” willing to think outside of the box to win back a customer and contribute to the success of the team.
- Metrics mindset and strategic thinking: You thrive in an environment where performance outcomes are clearly measured and have an ability to use data to inform business strategy, identify trends, and develop innovative solutions.
- Stellar organization: You’re highly organized and able to effectively prioritize. You always meet deadlines and follow through on commitments.
- Excellent written and verbal communication skills: You are comfortable presenting ideas and data and can use your interpersonal skills to build relationships virtually.
- Passion for Owl Practice Suite’s mission: You are passionate about mental health and increasing access to quality mental health care.
Technical Qualifications
- Bachelor’s degree from an accredited college or university.
- Proficiency with MS Office and confidence managing multiple applications simultaneously (e.g., Slack, Jira, HubSpot, Zendesk, Confluence, Stripe, etc.).
What We Offer
- A flexible, fully remote work environment.
- Opportunities for growth and advancement alongside a team of passionate, mission-driven colleagues.
- The chance to make a positive social impact and work daily with mental health care providers.
Additional Information
We prioritize skill and dedication over experience, but relevant experience in the mental health sector is highly valued. If you have experience managing a mental health practice or leading a Customer Success team in SaaS, we want to hear from you.
Don’t meet every single requirement? Studies show that women, people of color, and other historically underrepresented groups may hesitate to apply unless they meet 100% of the qualifications. At Owl, we’re committed to building a diverse, inclusive, and authentic workplace—so if this role excites you, we encourage you to apply even if your background doesn’t align perfectly.
Owl Practice Suite is an equal opportunity employer. We do not discriminate on the basis of race, ancestry, religion, color, national origin, gender, sexual orientation, gender identity or expression, political belief, age, marital status, veteran status, or disability. We are committed to fostering a culture of belonging and ensuring an accessible, inclusive work environment. If you require accommodation during the hiring process, please contact careers@owlpracticesuite.com.