Customer Lifecycle Ops Manager

Practice Better

2d•$105,000 - $115,000•Remote

About The Position

Ready to make a real impact on global health and wellness care? Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we’re now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries. In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform. We’re a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together. Position Summary We're seeking a Customer Lifecycle Ops Manager who thrives at the intersection of analytics and execution. You'll own the analytical and operational foundation for our post-acquisition customer journey, building the data infrastructure and systems that enable Customer Success, Support, and Lifecycle Marketing teams to drive retention and expansion. This role is perfect for someone who wants to analyze the customer data AND build the systems that turn that data into action. Note: Practice Better is a remote-first company with team members across North America. However, this particular role is currently open to Canadian-based candidates only, and preference will be given to applicants legally authorized to work in Canada.

Requirements

4-6+ years in Customer Operations, Revenue Operations, Customer Success Operations, or Customer Analytics within B2B SaaS
Proficient SQL skills for customer segmentation, cohort analysis, and data exploration—you're self-sufficient for most analytical needs
Strong BI/data visualization (Sigma, Looker, Tableau)—you build dashboards people actually use
Hands-on experience with Hubspot (or similar CRM) for building CS workflows and managing data quality
Experience building or implementing customer analytics frameworks, health scoring models, or retention analyses
Deep understanding of SaaS customer lifecycle metrics (activation, engagement, retention, NRR, GRR, LTV, churn)
AI-comfortable: You see AI as leverage for model building and exploration; know when to validate versus trust
Experience with customer support platforms (Zendesk or similar)

Responsibilities

Partner with the data team to design customer health scoring models; implement and operationalize them for Lifecycle Marketing (campaign targeting) and Customer Success (proactive outreach)
Own measurement and reporting of key customer metrics: product adoption, feature usage, time-to-value, engagement scores, retention cohorts, GRR, NRR, LTV
Build dashboards in Sigma answering the questions Customer Success, Support, and Lifecycle Marketing ask daily
Build segmentation frameworks that Lifecycle Marketing uses for campaign targeting and personalization
Create cohort analyses showing retention trends, activation patterns, and customer behavior over time
Leverage AI agents to accelerate model development and pattern exploration; validate and refine outputs
Implement CS workflows in Hubspot for proactive customer management
Build visibility dashboards showing onboarding pipeline, accounts per CSM, and capacity tracking
Design automated workflows triggering CS outreach based on health scores, usage patterns, and milestones
Optimize Zendesk workflows for ticket routing, escalations, and resolution processes
Build support team performance dashboards tracking response time, resolution time, ticket volume, and CSAT
Build dashboards for migrations team tracking volume, revenue, completion rates, and satisfaction
Evaluate, implement, and optimize customer-side tools (Hubspot for CS workflows, Maven AGI, Zendesk, future CS platforms)
Build automated reporting providing real-time visibility into customer health and team performance
Define and optimize workflows including onboarding handoffs, health score triggers, and escalation processes
Partner with Growth Ops Manager on UTM taxonomy and acquisition-to-customer handoffs

Benefits

Comprehensive Benefits
We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends.
Remote-First, Connected Culture
Our remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because connection, creativity, and shared moments matter.
Wellness and Growth
Unlimited vacation, built on trust, clear expectations, and real support for taking time off
Company RRSP program with employer-matched contributions
Comprehensive health and dental benefits from day 1
$750 annual Health & Wellness Allowance
$1,000 annual Learning & Development Allowance to support your growth
$500 annual Home Office Allowance to set up a productive remote workspace
Sprout Family: personalized support for family-building and fertility journeys
Inkblot: confidential, digital mental health support from licensed professionals
Company-wide holiday closure in December
Regular virtual company-wide events, lunches, and team socials to stay connected