Customer Success Manager (Maternity Leave Contract)

At Practice Better, we believe practitioners and their clients deserve better. We’re changing how health and wellness practitioners work by building a modern EHR designed to support their clients' health and their practice. 

We’re on a mission to help millions of practitioners build the independent practice of their dreams. Founded in 2016, we’re built by practitioners, for practitioners. In 2023, we acquired That Clean Life, the #1 nutrition planning software for nutrition-based care. With tens of thousands of customers in 70+ countries worldwide, we’re honored to be the EHR of choice for practitioners in private practice. And we’re just getting started.

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.

Practice Better is an equal-opportunity employer. When you apply for a role at Practice Better, your application will be considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. We are committed to providing accommodations for applicants with disabilities during the application and interview process. If you require assistance or accommodations due to a disability, please let us know.

We know there is no perfect applicant for any role. So, whatever your path, we’re glad it brought you here. We encourage you to apply if you think you’re right for the role.

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