Manager, Customer Success

Practice Better is an all-in-one platform focused on enhancing global health and wellness care. They are seeking a Manager of Customer Success to design and deliver innovative customer experiences and collaborate with various teams to enhance customer engagement and retention.

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

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
• 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