Onboarding Specialist II

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. Recognized by MedTech Breakthrough, the Digital Health Awards, and BuiltIn's Best Places to Work.

The Role

We’re looking for a seasoned Customer Onboarding Specialist II to join our Customer Success team with a specific focus on our rapidly growing Groups Practice segment.

In this role, you aren’t just a trainer; you are a facilitator of change. You will guide medium and large professional Groups through the complex transition to SimplePractice, ensuring their business operations (from clinical workflows to financial systems) remain stable, optimized, and set up for long-term success. As an Onboarding Specialist II, you will manage high-value implementations involving large-scale data migrations, multi-clinician insurance setups, and integrated payment processing. You will serve as a consultative partner, helping Groups Customers navigate the many moving parts of software adoption with confidence and ease.

Responsibilities

• Lead Implementation Projects: Facilitate the end-to-end onboarding journey for medium and large Groups, ensuring a seamless transition for both administrators and clinicians
• Data Transfer Coordination: Partner with customers and our internal Data Transfer team to facilitate the secure, accurate migration of clinical data from legacy systems
• Insurance & Specialization Setup: Collaborate with Insurance Onboarding and specialty teams (like ePrescribe) to coordinate enrollments and add-on products ahead of go-live, actively removing barriers on the customer's behalf
• Workflow Optimization: Conduct deep-dive consultations to understand a Group's unique business needs and facilitate software configuration to match their specific workflows
• Educational Programming: Deliver high-impact training sessions tailored to the nuances of larger organizations and multi-user environments
• Process Improvement: Identify friction points in the group onboarding experience and work with leadership to refine our playbooks, resources, and internal documentation
• Cross-Departmental Collaboration: Act as a technical resource for internal teams and advocate for the needs of our larger group customers based on your frontline insights
• Peer Support: Serve as a subject-matter expert across the Onboarding Team, assisting in mentoring new hires and offering guidance on complex technical questions

Desired Skills and Experience

• Experience: 2+ years of relevant experience in B2B SaaS onboarding, customer implementation, or professional services (or equivalent transferable experience)
• Group Dynamics Expertise: Demonstrated ability to facilitate technical transitions for organizations with multiple stakeholders, cross-functional teams, or complex hierarchies
• Technical Fluency: A strong, foundational understanding of SaaS product architecture, data transfers/migrations, and the insurance billing lifecycle
• Exceptional Communication: The ability to explain high-level technical concepts (like data moves or insurance enrollments) in a clear, conversational, and empathetic tone
• High Accountability: A proven track record of managing multiple high-priority projects simultaneously while maintaining a "white-glove" customer experience
• Stakeholder Management: High emotional intelligence with a proven ability to de-escalate high-tension situations, build trust, and drive customer follow-through on key milestones
• Preferred Qualifications: Prior experience in Healthcare Tech or working with HIPAA-compliant software. Experience using customer success and project facilitation tools (e.g., Notion, ChurnZero, or specialized onboarding platforms) is a major plus