[Hiring] Manager, Customer Success @Practice Better

Role Description

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.

• 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.
• Coach and develop the team by providing regular feedback, setting clear expectations, and investing in each team member’s growth.

Qualifications

• 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.
• 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.

Requirements

• 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.

Benefits

• Comprehensive health, dental, and vision coverage.
• 401K matching.
• Generous paid parental leave.
• Annual learning stipends.
• Unlimited vacation, built on trust, clear expectations, and real support for taking time off.
• $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.
• Company-wide holiday closure in December.
• Regular virtual company-wide events, lunches, and team socials to stay connected.