Manager, Customer Success

Job Application for Manager, Customer Success at Practice Better Back to jobs Manager, Customer Success Remote - Canada Apply 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. Important notice to our applicants and job seekers: We've become aware of fraudulent messages impersonating Practice Better's recruitment team. Please note: Practice Better will never ask for payment, banking details, or personal financial information at any stage of the hiring process All official communication comes from @practicebetter.io email addresses We will never ask you to purchase equipment, software, or gift cards We will never conduct interviews solely via text message or WhatsApp If something feels off, trust your instincts. Verify any suspicious outreach by contacting us directly at [email protected] before taking any action. Thank you for helping us keep our hiring process safe and transparent. Position Summary We are looking for a Manager, Customer Success to join our growing team. To achieve our ambitious goals, we’re looking for a strategic and hands-on Customer Success leader. This is a unique and high-impact opportunity to shape how Practice Better engages and supports its entire customer base through digital and scaled programs. In this role, you’ll 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. Our opportunity is to continue to enhance how we help them by engaging more effectively and proactively through our digital and scaled channels. You’ll 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. Your team will empower customers to adopt, expand, and realize ongoing value from the Practice Better platform through an omnichannel, one-to-many approach. Success in this role requires an innovative program builder who is deeply passionate about the customer experience, excels at cross-functional collaboration, and thrives in driving measurable outcomes. You’ll play a critical role in crafting tech-touch experiences and digital motions that are not only scalable but genuinely valued by customers—ensuring they feel informed, supported, and engaged at every stage. You will lead a lean but high-leverage Customer Success team (starting with four direct reports) and oversee the following key areas: Onboarding Scaled & Digital Customer Success This is a unique opportunity to help build the next chapter of Practice Better’s growth by investing deeply in our customer experience. 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. What You’ll Be Doing Design and execute end-to-end digital customer journeys — onboarding sequences, lifecycle campaigns, in-app guidance, webinars, and automated outreach — that drive activation, adoption, and retention across the full customer base Own scaled (1:M) engagement strategy: build the playbooks, define the triggers, and instrument the motions that move customers from sign-up to sustained value through one-to-many and tech-touch channels Lead and develop a lean CS team spanning Onboarding and Customer Success, setting clear goals and coaching for impact Partner cross-functionally with Product, Marketing, and Support to align on customer needs, close feedback loops, and accelerate platform usage Define and track key CS metrics (GRR, NRR, conversion rate, time-to-value, adoption milestones) — use data to prioritize programs, prove ROI, and iterate fast Champion a test-and-learn culture: run experiments on self-service, digital education, and pooled outreach programs; kill what doesn't work, double down on what does Build and maintain customer health visibility Apply To This Job