Manager, Customer Success

Practice Better

4h•$80,000 - $120,000•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 are looking for a Manager, Customer Success to join our growing team. In this role, you will play a critical role in designing and delivering innovative, outcome-driven customer experiences that make an immediate and lasting impact across all of our customers. We have a strong foundation of customers wanting to grow their use of Practice Better. Additionally, you will partner closely with Product and Marketing teams to define and execute a comprehensive customer orchestration strategy tailored to key moments in the post-sale journey. The ideal candidate will build a team that empowers customers to adopt, expand, and realize ongoing value from the Practice Better platform through an omnichannel, one-to-many approach. Note: Practice Better is a remote-first company with team members across North America. Although this particular prefers Canadian-based candidates, we can also consider applications from the United States of America, and preference will be given to applicants legally authorized to work in both of these two countries.

Requirements

5+ years of relevant experience in customer success in a high growth SaaS environment with 3+ years leading a customer success team
Proven ability to build digital and one-to-many success motions from scratch with a sharp focus on execution, measurement, and iteration with a strong understanding of SaaS metrics (GRR, NRR, activation, adoption, etc.) and how to influence them
Strong communication and collaboration skills, with a bias for clarity and action
Modern tech stack with tools such as — BI analytics tools, Jira, Zendesk, Guru, Slack or equivalent
Analytical, curious, and adaptable - you seek solutions, not perfection
Comfortable operating in a fast-moving, growth-stage environment

Nice To Haves

You are organized, decisive, and comfortable with managing complex priorities in a fast-paced environment
Hands-on and pragmatic; no task is beneath you if it helps the team move forward

Responsibilities

Develop and implement end-to-end digital and one-to-many programs for customers, as well as leading the teams tasked to execute this strategy
Create and execute a cohesive strategy with tangible goals, consistent performance, and tracking of key metrics to drive adoption, retention and expansion for our customers
Provide thought leadership as we evolve our Customer Success vision
Collaborate with Practice Better leaders across Support, Product and Marketing to align on customer needs, prioritize opportunities, and accelerate usage, retention and growth
Champion a test-and-learn culture that continuously improves self-service, digital education, and pooled outreach programs
Build and maintain meaningful connections with key customer stakeholders to understand their evolving priorities, helping the team uncover opportunities where Practice Better can drive platform value and business outcomes
Coach and develop the team by providing regular feedback, setting clear expectations, and investing in each team member’s growth & foster a healthy, inclusive team culture where team members feel supported, connected, and empowered to do their best work

Benefits

Comprehensive Benefits
We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, as well as 401K 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 401K program with employer-matched contributions
Comprehensive health and dental benefits
$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
Company-wide holiday closure in December
Regular virtual company-wide events, lunches, and team socials to stay connected