Customer Lifecycle Ops Manager

We're seeking a Customer Lifecycle Ops Manager who thrives at the intersection of analytics and execution. You'll own the analytical and operational foundation for our post-acquisition customer journey, building the data infrastructure and systems that enable Customer Success, Support, and Lifecycle Marketing teams to drive retention and expansion.

This role is perfect for someone who wants to analyze the customer data AND build the systems that turn that data into action.

Customer Analytics & Insights

• Partner with the data team to design customer health scoring models; implement and operationalize them for Lifecycle Marketing (campaign targeting) and Customer Success (proactive outreach)
• Own measurement and reporting of key customer metrics: product adoption, feature usage, time-to-value, engagement scores, retention cohorts, GRR, NRR, LTV
• Build dashboards in Sigma answering the questions Customer Success, Support, and Lifecycle Marketing ask daily
• Build segmentation frameworks that Lifecycle Marketing uses for campaign targeting and personalization
• Create cohort analyses showing retention trends, activation patterns, and customer behavior over time
• Leverage AI agents to accelerate model development and pattern exploration; validate and refine outputs

Customer Success & Support Operations

• Implement CS workflows in Hubspot for proactive customer management
• Build visibility dashboards showing onboarding pipeline, accounts per CSM, and capacity tracking
• Design automated workflows triggering CS outreach based on health scores, usage patterns, and milestones
• Optimize Zendesk workflows for ticket routing, escalations, and resolution processes
• Build support team performance dashboards tracking response time, resolution time, ticket volume, and CSAT
• Build dashboards for migrations team tracking volume, revenue, completion rates, and satisfaction

Continuous Improvement

• Evaluate, implement, and optimize customer-side tools (Hubspot for CS workflows, Maven AGI, Zendesk, future CS platforms)
• Build automated reporting providing real-time visibility into customer health and team performance
• Define and optimize workflows including onboarding handoffs, health score triggers, and escalation processes
• Partner with Growth Ops Manager on UTM taxonomy and acquisition-to-customer handoffs

Experience & Skills:

• 4-6 years in Customer Operations, Revenue Operations, Customer Success Operations, or Customer Analytics within B2B SaaS
• Proficient SQL skills for customer segmentation, cohort analysis, and data exploration—you're self-sufficient for most analytical needs
• Strong BI/data visualization (Sigma, Looker, Tableau)—you build dashboards people actually use
• Hands-on experience with Hubspot (or similar CRM) for building CS workflows and managing data quality
• Experience building or implementing customer analytics frameworks, health scoring models, or retention analyses
• Deep understanding of SaaS customer lifecycle metrics (activation, engagement, retention, NRR, GRR, LTV, churn)
• AI-comfortable: You see AI as leverage for model building and exploration; know when to validate versus trust
• Experience with customer support platforms (Zendesk or similar)

Who Thrives:

• You're a doer AND a thinker—when you identify 60-day churn patterns, you build a health score AND implement Hubspot workflows to trigger CS intervention
• You're energized by building in a growth-stage environment where priorities evolve as the business scales
• You won't accept 'the data says X' without understanding why. When something looks odd, you investigate until it makes sense.
• You love building infrastructure—you get excited when someone says "we don't have visibility into customer health yet"
• You're AI-forward—you embrace AI as leverage, not a threat

Head of Revenue Operations: You partner on cross-functional revenue operations initiatives and Customer strategy.

Data team: Daily collaboration on data pipeline needs, data quality, and technical implementation.

Lifecycle Marketing Manager: You provide the analytical infrastructure they use for campaigns—health scores, customer segments, and cohort insights that inform their targeting and strategy.

VP of Customer Experience: You're their analytics and operations partner—visibility into team performance, customer health, and operational efficiency.

Sr Manager of Customer Support: You partner on support analytics, ticket metrics, capacity planning, and operational efficiency.

Customer Success Team: You build operational infrastructure including workload dashboards, health scoring, proactive workflows, and Hubspot CS implementation.

Growth Ops Manager: You coordinate on acquisition-to-customer handoffs, UTM taxonomy, and seamless data flow from trial signup to onboarding.

Build from the Ground Up: Establish customer analytics and operational infrastructure shaping how we retain and expand customers for years.

High Impact: Your analytics and infrastructure enable teams to drive meaningful improvements in retention, expansion, and customer lifetime value. Improving GRR is one of our biggest company goals this year.

Growth Stage Opportunity: We're growing with ambitious plans. Your work scales with us.

AI-Forward Culture: Access to internal AI agents amplifying your effectiveness in an environment embracing cutting-edge technology.

Analytical Operational Ownership: You won't just analyze—you'll build. You won't just recommend—you'll implement.

Meaningful Mission: Empower health and wellness practitioners to build independent practices and transform lives.

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.

Anticipated Base Salary Range: $105,000 - $115,000/year

Final offers are determined by experience, demonstrated skills, and location. We take a holistic approach to compensation, combining salary, bonus, equity, benefits, and flexibility.

Comprehensive Benefits: Health, dental, and vision coverage from day 1, RRSP/401k matching, generous paid parental leave, and annual learning stipends.

Remote-First, Connected Culture: Remote-first model with optional Toronto office access. Regular off-sites and team gatherings across North America.

Wellness and Growth:

• Unlimited vacation with real support for taking time off
• Company RRSP/401k program with employer matching
• $750 annual Health & Wellness Allowance
• $1,000 annual Learning & Development Allowance
• $500 annual Home Office Allowance
• Sprout Family: support for family-building journeys
• Inkblot: confidential mental health support
• Company-wide holiday closure in December
• Regular virtual events and team socials