Manager, Customer Success

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): $100,000 – $120,000/yr CAD

We take a holistic approach to compensation, combining salary, bonus, equity, 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 from day 1, as well as RRSP 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 RRSP program with employer-matched contributions
• Comprehensive health and dental benefits from day 1
• $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
• Sprout Family: personalized support for family-building and fertility journeys
• Inkblot: confidential, digital mental health support from licensed professionals
• Company-wide holiday closure in December
• Regular virtual company-wide events, lunches, and team socials to stay connected