Manager, Customer Success

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August 13

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Practice EHR

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Healthcare Insurance • SaaS • Artificial Intelligence

Practice EHR is a comprehensive electronic health record (EHR) software solution designed specifically for medical professionals. It offers an array of features that streamline practice management, including scheduling, e-prescribing, billing, and reporting. With a user-friendly interface and cloud-based accessibility, Practice EHR allows healthcare providers to focus more on patient care and less on administrative tasks, making it suitable for practices of any specialty and size.

51 - 200 employees

Founded 2014

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Strategic and hands-on Customer Success leader to shape how Practice Better engages and supports its entire customer base through digital and scaled programs. • Partner with Product and Marketing to define and execute a comprehensive customer orchestration strategy tailored to post-sale moments. • Lead a lean but high-leverage Customer Success team (starting with four direct reports) and oversee onboarding and digital/scaled customer success. • Develop end-to-end digital and one-to-many programs; track metrics to drive adoption, retention and expansion. • Provide thought leadership as we evolve our Customer Success vision. • Collaborate with Support, Product and Marketing to align on customer needs and accelerate usage and growth. • Champion a test-and-learn culture that improves self-service and digital education. • Build meaningful connections with key customer stakeholders to uncover opportunities for value and outcomes. • Coach and develop the team; invest in each team member’s growth; foster inclusive culture. • Foster a healthy, inclusive team culture where team members are supported and engaged.

🎯 Requirements

• 5+ years of customer success experience and 3+ years leading a team in a similar capacity, ideally within a PLG SaaS business • Proven success building digital and one-to-many success motions from scratch with a sharp focus on execution, measurement, and iteration • Strong understanding of SaaS metrics (GRR, NRR, activation, adoption, etc.) and how to influence them • You give and receive feedback well, set clear expectations, and keep stakeholders informed and aligned • You focus your team on business impact—not just activity—and use data to guide decisions and measure success • Excellent collaboration, communication, and cross-functional influence • You lead with empathy, prioritize team wellbeing, and create an inclusive environment where everyone can do their best work • Highly 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

• 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. • RRSP / 401K matching program for retirement savings. • Choose your device: Are you Team Windows or Apple? You shouldn’t have to compromise, especially if you work more efficiently on a specific operating system. When you join us, you get to pick! • Home Office Allowance: $500/year to ensure your home office is set up for optimal comfort and productivity. • Health & Wellness Allowance: $750/year to support your health & wellness-related goals and hobbies. • Learning & Development Allowance: $1,000/year to explore a new skill, attend a conference, read some new books, etc. • Sprout Family: Receive personalized support for the family-building process, accessing top-quality care. Schedule a consultation with Sprout's Team for guidance, education, coaching, and assistance in finding a top provider, addressing medical, legal, or regulatory concerns throughout your journey. Currently for Canadian Employees Only • Inkblot: Access to one of Canada's leading digital mental health companies, focusing on offering secure online video counseling through our corporate mental health programs and individual counseling services. Currently for Canadian Employees Only • 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.