Practicebetter is hiring a Manager, Customer Success to design and deliver innovative, outcome-driven customer experiences. You will build and lead a team that empowers customers to adopt, expand, and realize ongoing value from our platform through an omnichannel, one-to-many approach.

What You'll Do

Develop and implement end-to-end digital and one-to-many programs for customers, leading the teams tasked with this strategy.
Create and execute a cohesive strategy with tangible goals and key metrics to drive adoption, retention, and expansion.
Provide thought leadership as we evolve our Customer Success vision.
Collaborate with leaders across Support, Product, and Marketing to align on customer needs and accelerate usage and growth.
Champion a test-and-learn culture that continuously improves self-service, digital education, and pooled outreach.
Build and maintain meaningful connections with key customer stakeholders to understand their priorities and uncover opportunities.
Coach and develop the team by providing regular feedback, setting clear expectations, and investing in each member's growth.
Foster a healthy, inclusive team culture where members feel supported, connected, and empowered.

What We're Looking For

5+ years of relevant experience in customer success in a high-growth SaaS environment.
3+ years leading a customer success team.
Proven ability to build digital and one-to-many success motions from scratch with a focus on execution and iteration.
Strong understanding of SaaS metrics (GRR, NRR, activation, adoption) and how to influence them.
Strong communication and collaboration skills, with a bias for clarity and action.
Experience with a modern tech stack including tools such as BI analytics, Jira, Zendesk, Guru, Slack or equivalents.
Analytical, curious, and adaptable—you seek solutions, not perfection.
Comfortable operating in a fast-moving, growth-stage environment.

Nice to Have

You are organized, decisive, and comfortable managing complex priorities in a fast-paced environment.
Hands-on and pragmatic; no task is beneath you if it helps the team move forward.

Technical Stack

BI analytics tools
Jira
Zendesk
Guru
Slack

Team & Environment

You will partner closely with Product and Marketing teams.

Benefits & Compensation

Compensation: $80,000 – $120,000/yr (Canada)
Comprehensive health, dental, and vision coverage.
401K matching.
Generous paid parental leave.
Annual learning stipends.
Unlimited vacation.
$750 annual Health & Wellness Allowance.
$1,000 annual Learning & Development Allowance.
$500 annual Home Office Allowance.
Company-wide holiday closure in December.
Regular virtual company-wide events, lunches, and team socials.

Work Mode

This is a remote-first position open to candidates in Canada and the United States of America.

We are committed to building a workplace where everyone can do the best work of their careers. We welcome applicants of all backgrounds, experiences, and abilities. Accommodations are available throughout the interview process upon request.