Remote Customer Success Manager

Ready to make a real impact on global health and wellness care?

Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we’re now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries.

In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform.

We’re a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together.

Position Summary

We are looking for a Customer Success Manager to join our growing team to work on a contract basis, a maternity leave coverage, for an initial 12-month term, with the potential to extend based on business needs.

In this role, you will empower health and wellness professionals to effectively use That Clean Life’s features to meet a variety of dietary needs for their clients. 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.

The ideal candidate will have a nutrition background.  This mid-level role is perfect for those who want to make a meaningful impact on both customer success and Go-to-Market strategies in a SaaS tech environment using your nutrition background in tandem.  

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

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• 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
  
• 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 Bring

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• 3+ years of relevant nutrition experience and education, as well as, any of the following areas of expertise: Sales, Marketing or Customer Success 
  
• Proven 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
  
• As an 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
  
• Strong communication and collaboration skills, with a bias for clarity and action
  
• Experience with BI Analytics tools, modern tech stack in CS and/or Marketing, Slack are preferred 
  
• Analytical, curious, and adaptable - you seek solutions, not perfection
  
• Comfortable operating in a fast-moving, growth-stage environment
  

Bonus Points

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

Compensation & Pay Transparency

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 salar