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Customer Success Manager

2 weeks ago

Remote Canada Practice Better Full time

Job Title: Customer Success Manager (Maternity Leave Contract)

Reports to: VP of Customer Experience

About the Role

The Customer Success Manager will empower health and wellness professionals to effectively use That Clean Life's features to meet a variety of dietary needs for their clients. This mid-level role is perfect for those with a nutrition background who want to make a meaningful impact on both customer success and Go-to-Market strategies. You will play a key role in supporting customers throughout their entire journey, from prospect to onboarding, to long-term success, ensuring they maximize the value of the product.

This role is a maternity leave coverage for an initial 12-month term, with the potential to extend based on business needs.

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.

What you'll be doing:

Customer Success and Support

  • Host monthly coaching calls and office hours, providing customers with valuable insights, resources, and tips to improve their success.
  • Conduct 1:1 support calls with customers as needed to enhance retention, improve product adoption, and reduce churn rates.
  • Respond to inbound sales inquiries to drive conversions and encourage sign-ups.
  • Build sample nutrition plans and highlight dietary filters and product features in sales inquiries and during calls.
  • Address That Clean Life-specific escalations from the Customer Support team, ensuring quick and effective resolution.

Marketing and Cross-Functional Support

  • Collaborate with marketing, product marketing, and partnerships teams, offering support and insights to help execute cross-departmental initiatives.
  • Create additional content aimed at boosting customer success, such as optimized onboarding sequences, churn reduction strategies, and cross-sell content to drive influenced MRR.
  • Respond to customer feedback on G2 for That Clean Life and engage with our Community members, reinforcing brand presence and customer engagement.

What you'll bring:

  • 3 years business related experience working in a customer oriented role in any of: Sales, Marketing or Customer Success.
  • Must have a background in nutrition or a related field.
  • Ability to collaborate effectively with cross-functional teams, such as product development, sales, and marketing, to address customer needs and improve the overall customer experience.
  • Excellent written and verbal communication skills with the ability to communicate effectively with users, team members, and other departments.
  • Ability to analyze data and identify trends to improve the customer experience.
  • Experience in managing customer escalations and resolving conflicts.
  • Strong organizational skills to manage multiple tasks and priorities effectively.
  • Must be open to coaching and mentoring both new hires and experienced team members.

Bonus:

  • Experience with That Clean Life's software features and functionality is considered an asset

Who you are:

  • Experienced as a Nutrition Professional, such as a health coach or holistic nutritionist – Eager to use your background in nutrition to help health and wellness professionals see success and better serve their clients.
  • Unique Client-Focused Background – Have a background in sales, onboarding, and/or customer success, with a focus in nutrition, health, and/or wellness.
  • Adaptable and Comfortable in Change — Thrives in an ever-changing startup SaaS environment.
  • Continuous Learner — Possesses a growth mindset, natural curiosity, and a strong commitment to learning and development.
  • Proactive and Analytical — Takes a proactive approach, continuously seeking process improvements, and is comfortable with data-driven decision-making.
  • Accountable and Autonomous — Comfortable with a high level of accountability and autonomy.
  • Team Player — Collaboration and teamwork are intrinsic to your work philosophy.
  • Open to Growth — Willing to step outside of your comfort zone.

Perks & Benefits:

  • Unlimited Vacation: We believe you can be highly productive and still have plenty of time for life outside of work.
  • Generous health benefits plan: Coverage starts from Day 1 and includes vision & dental.
  • Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office for a change of scenery.
  • Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.