Manager, Customer Success

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses and care for their clients. They are seeking a Manager, Customer Success to lead and develop a Customer Success team, designing and executing innovative customer experiences that enhance engagement and support across their customer base.

Responsibilities:

• 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 across the base, identifying risk signals and expansion opportunities at scale
• Contribute to the broader CS vision as PB evolves its post-sale engagement model
• 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 in Customer Success with 2+ years leading a team — ideally in a PLG or product-led SaaS environment
• You've built scaled or digital CS programs from scratch: lifecycle email campaigns, automated journeys, one-to-many webinars, pooled outreach, or similar
• Strong command of SaaS metrics (GRR, NRR, activation, adoption, churn) and how CS programs move them
• Data-driven and operationally sharp — comfortable with health scores, product usage data, dashboards, and using signal to guide decisions
• Experienced with CS or engagement tooling (e.g., HubSpot, Intercom, ChurnZero, Gainsight, or similar) and able to architect workflows across them
• Excellent cross-functional operator — you influence without authority and keep Product, Marketing, and Support aligned on customer outcomes
• Hands-on leader who coaches with empathy, sets clear expectations, and builds inclusive team culture
• Pragmatic program builder: you'd rather ship something imperfect and iterate than wait for perfect