Manager, Customer Success
1 day ago
Austin
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. 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. • 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, • 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, • 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 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. 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. • 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, • 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, • 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 At Practice Better, we believe in pay transparency, equity, and fairness. We benchmark compensation against similar-stage, high-growth SaaS companies in both Canada and the United States and review our salary bands regularly to ensure they remain competitive and aligned with market trends. Each role has a defined pay range based on its level, scope, and geographic location. Final offers are determined by several factors, including experience, demonstrated skills, and location, to ensure consistency and equity across our team. Anticipated Base Salary Range (Canada): $80,000 – $120,000/yr We take a holistic approach to compensation, combining salary, benefits, and flexibility. Our goal is to provide total rewards that support both your professional growth and personal well-being. The range above reflects our expected compensation for this role, based on current market data. Final offers may vary depending on factors such as location, skills, depth of experience, and relevant certifications. All compensation ranges are reviewed regularly and may evolve over time to reflect changes in the market. 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 At Practice Better, you are not just an employee. You are part of a mission-driven community dedicated to helping others thrive. You will be trusted with autonomy, encouraged to take ownership, and supported by a team that values curiosity, compassion, and meaningful results. We believe great culture and great performance go hand in hand. Delivering on our commitments is how we earn the trust of our practitioners and continue to expand our impact. Here, you will find the freedom to experiment, a focus on follow-through, and the opportunity to grow, along with the satisfaction of knowing your work directly improves lives every day. We know innovation happens when diverse perspectives come together. Practice Better is committed to fostering an inclusive environment where every team member feels valued, supported, and empowered to contribute their best. If you do not meet every requirement listed above, we still encourage you to apply. Research shows that underrepresented groups often hesitate unless they feel 100% qualified. We are far more interested in your potential, curiosity, and alignment with our values. We are committed to building a workplace where everyone can do the best work of their careers. We welcome applicants of all backgrounds, experiences, and abilities. Accommodations are available throughout the interview process upon request. Ready to Apply? If this sounds like your next step, we would love to hear from you. Join us in shaping the future of health and wellness for practitioners, their clients, and communities worldwide. Apply Now → Official Recruitment Notice & AI at Practice Better All applications are reviewed directly by Practice Better’s internal Talent Acquisition team - no bots, no outsourcing. Legitimate communication from our hiring team will only come from email addresses ending in @practicebetter.io or @greenhouse.com. Practice Better will never ask for payment, banking details, or personal financial information during the recruitment process. If you receive suspicious communication claiming to represent Practice Better, please contact our team at to verify its legitimacy. AI in Recruitment at Practice Better We use AI thoughtfully to take some of the repetitive work off our team’s plate: early drafts of job descriptions, first-round interview questions, and help reviewing larger applicant pools. It’s there to make the process smoother and more efficient for everyone. What AI doesn’t do is make decisions. Every hiring decision is made by real people, using structured and consistent practices designed to reduce bias and ensure fairness. We’re committed to using AI responsibly and reviewing our approach regularly so it stays aligned with best practices, legal guidance, and the kind of candidate experience we want to deliver.
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