Customer Success Specialist - Healthcare SaaS Growth Role in Columbus
Career & Market Insight
Role Overview & Market Positioning
At $20–$24/hr (~$41,600–$49,920 annualized), this Customer Success Specialist role sits at the lower end of SaaS customer success compensation. Market benchmarks for similar roles in US health-tech typically range from $45,000–$65,000/year, so the pay is below average — though the remote-first nature partially offsets this for candidates in lower cost-of-living areas.
Green Flags:
- Niche domain expertise required (Tops, Greyfinch, Ortho2, Cloud9) — this specificity means less competition and faster advancement for candidates who already know these systems.
- Cross-functional exposure to Product and Development teams gives you visibility beyond a typical support role.
- Explicit mention of cross-sell, upsell, and lead generation responsibilities signals a path toward account management or sales roles.
- PracticeTek serves 40,000+ clinics — meaningful scale for a healthcare SaaS company.
Yellow/Red Flags:
- 500+ calls and emails per week is an extremely high volume — this is fast-paced, potentially stressful work.
- No explicit mention of career ladder or promotion timelines.
- Compensation doesn't reflect a senior-level position despite requiring specialized SaaS knowledge.
Skills You'll Build: Healthcare SaaS troubleshooting, client escalation management, CRM documentation, cross-functional collaboration, and consultative sales. These skills transfer well into Customer Success Manager, Account Executive, or Product Support Lead roles in the broader health-tech market.
About PracticeTek
Stop scrolling — your dream job might just be here! At PracticeTek, we don't do ordinary; we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That's the vibe here: high-energy, high-impact, and 100% human.
We're on a mission to revolutionize healthcare practices effortlessly and we live out our brand promise every day: being the Trusted Partner in retail healthcare. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need — from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems — for 40,000+ clinics worldwide. We serve Chiropractic, Wellbeing, Vision, and Dental providers and their patients, united by one mission: to revolutionize retail healthcare practices effortlessly.
At PracticeTek, you'll get to:
- Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs.
- Team up with passionate, talented people who care deeply about patients, providers, and making a difference.
- See your impact firsthand by helping practices deliver care that's simpler, smarter, and better for everyone.
- Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.
We're excited to consider remote candidates for this role, with a preference for those in the MST or PST time zones. That said, if you're based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you'll enjoy a dynamic hybrid setup: three days each week collaborating in the office and the rest working wherever you're most productive!
Why You'll Love It Here
As part of the TekTribe, you'll enjoy:
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
The Career Opportunity
In this position, you'll have the opportunity to be the superhero for our customers — solving their issues, troubleshooting, and guiding them through the ins and outs of the Tops platform. As a Customer Success Specialist, you'll be responsible for customer success, escalations, retention, cross-sells, and upsells. We're seeking a candidate with a strong background in Tops Practice Management Software, ready to use their skills to make a significant impact on our customers' experience and their success using our software products. The candidate must enjoy helping customers, provide white-glove service, demonstrate strong follow-up for appropriate communication and customer engagement, and have a team attitude and strong work ethic.
What You'll Do
- Deliver exceptional phone and email service and support to end-users. Heavy call volume of 500+ calls and emails per week.
- Consistently use active listening skills with a focus on capturing client needs and urgency.
- Determine the best solution based on the issue and details provided by customers, utilizing internal resources. Identify and escalate priority issues per client specifications.
- Replicate issues reported by clients and work with Product and Development teams to deliver solutions.
- Document actions taken on support incidents and log resolutions in a clear and concise manner.
- Lead generation for services and sales.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- On occasion, willingness to travel to tradeshows or events.
What You Bring
- Bachelor's degree preferred, or equivalent combination of education and work experience.
- Must have prior experience and knowledge of Orthodontics SaaS systems (preferably Tops, Greyfinch, Ortho2, or Cloud9).
- Familiar with SaaS platforms and integrated product support, including troubleshooting and resolving issues across connected systems.
- Strong team player with excellent work ethic and ability to work remotely with a remote team.
- Self-motivated approach, with a strong desire to grow as a leader.
- Must be coachable and have a willingness to be a valued teammate.
- Ability to build open, trustworthy relationships with other leaders of the business, customers, vendors, and senior leadership team.
- Action oriented with a strong sense of urgency; ability to overcome obstacles to achieve results in a timely fashion.
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.
Compensation
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 $20–$24/hr. 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.
Frequently Asked Questions
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