Manager, Customer Success

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. The Manager, Customer Success will design and deliver innovative customer experiences while collaborating with Product and Marketing teams to enhance customer engagement and satisfaction.

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