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.
We're seeking a Customer Lifecycle Ops Manager who thrives at the intersection of analytics and execution. You'll own the analytical and operational foundation for our post-acquisition customer journey, building the data infrastructure and systems that enable Customer Success, Support, and Lifecycle Marketing teams to drive retention and expansion.
This role is perfect for someone who wants to analyze the customer data AND build the systems that turn that data into action.
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 DoingCustomer Analytics & Insights
- Partner with the data team to design customer health scoring models; implement and operationalize them for Lifecycle Marketing (campaign targeting) and Customer Success (proactive outreach)
- Own measurement and reporting of key customer metrics: product adoption, feature usage, time-to-value, engagement scores, retention cohorts, GRR, NRR, LTV
- Build dashboards in Sigma answering the questions Customer Success, Support, and Lifecycle Marketing ask daily
- Build segmentation frameworks that Lifecycle Marketing uses for campaign targeting and personalization
- Create cohort analyses showing retention trends, activation patterns, and customer behavior over time
- Leverage AI agents to accelerate model development and pattern exploration; validate and refine outputs
Customer Success & Support Operations
- Implement CS workflows in Hubspot for proactive customer management
- Build visibility dashboards showing onboarding pipeline, accounts per CSM, and capacity tracking
- Design automated workflows triggering CS outreach based on health scores, usage patterns, and milestones
- Optimize Zendesk workflows for ticket routing, escalations, and resolution processes
- Build support team performance dashboards tracking response time, resolution time, ticket volume, and CSAT
- Build dashboards for migrations team tracking volume, revenue, completion rates, and satisfaction
Continuous Improvement
- Evaluate, implement, and optimize customer-side tools (Hubspot for CS workflows, Maven AGI, Zendesk, future CS platforms)
- Build automated reporting providing real-time visibility into customer health and team performance
- Define and optimize workflows including onboarding handoffs, health score triggers, and escalation processes
- Partner with Growth Ops Manager on UTM taxonomy and acquisition-to-customer handoffs
- 4-6+ years in Customer Operations, Revenue Operations, Customer Success Operations, or Customer Analytics within B2B SaaS
- Proficient SQL skills for customer segmentation, cohort analysis, and data exploration—you're self-sufficient for most analytical needs
- Strong BI/data visualization (Sigma, Looker, Tableau)—you build dashboards people actually use
- Hands-on experience with Hubspot (or similar CRM) for building CS workflows and managing data quality
- Experience building or implementing customer analytics frameworks, health scoring models, or retention analyses
- Deep understanding of SaaS customer lifecycle metrics (activation, engagement, retention, NRR, GRR, LTV, churn)
- AI-comfortable: You see AI as leverage for model building and exploration; know when to validate versus trust
- Experience with customer support platforms (Zendesk or similar)
- You're a doer AND a thinker—when you identify 60-day churn patterns, you build a health score AND implement Hubspot workflows to trigger CS intervention
- You're energized by building in a growth-stage environment where priorities evolve as the business scales
- You won't accept 'the data says X' without understanding why. When something looks odd, you investigate until it makes sense.
- You love building infrastructure—you get excited when someone says "we don't have visibility into customer health yet"
- You're AI-forward—you embrace AI as leverage, not a threat
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 salary bands regularly to ensure they remain competitive and aligned with market trends.
Each role has a defined pay range based on its level, scope, and geographic location. Final offers are determined by several factors, including experience, demonstrated skills, and location, to ensure consistency and equity across our team.
Anticipated Base Salary Range (Canada): $105,000 – $115,000/year CAD
We take a holistic approach to compensation, combining salary, bonus, equity, benefits, and flexibility. Our goal is to provide total rewards that support both your professional growth and personal well-being.
The range above reflects our expected compensation for this role, based on current market data. Final offers may vary depending on factors such as location, skills, depth of experience, and relevant certifications. All compensation ranges are reviewed regularly and may evolve over time to reflect changes in the market.
What We OfferComprehensive Benefits
We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends.
Remote-First, Connected Culture
Our remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because connection, creativity, and shared moments matter.
Wellness and Growth
- Unlimited vacation, built on trust, clear expectations, and real support for taking time off
- Company RRSP program with employer-matched contributions
- Comprehensive health and dental benefits from day 1
- $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
- Sprout Family: personalized support for family-building and fertility journeys
- Inkblot: confidential, digital mental health support from licensed professionals
- Company-wide holiday closure in December
- Regular virtual company-wide events, lunches, and team socials to stay connected
At Practice Better, you are not just an employee. You are part of a mission-driven community dedicated to helping others thrive. You will be trusted with autonomy, encouraged to take ownership, and supported by a team that values curiosity, compassion, and meaningful results.
We believe great culture and great performance go hand in hand. Delivering on our commitments is how we earn the trust of our practitioners and continue to expand our impact. Here, you will find the freedom to experiment, a focus on follow-through, and the opportunity to grow, along with the satisfaction of knowing your work directly improves lives every day.
Our Commitment to Diversity, Equity & BelongingWe know innovation happens when diverse perspectives come together. Practice Better is committed to fostering an inclusive environment where every team member feels valued, supported, and empowered to contribute their best.
If you do not meet every requirement listed above, we still encourage you to apply. Research shows that underrepresented groups often hesitate unless they feel 100% qualified. We are far more interested in your potential, curiosity, and alignment with our values.
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.
Ready to Apply?
If this sounds like your next step, we would love to hear from you. Join us in shaping the future of health and wellness for practitioners, their clients, and communities worldwide.
Apply Now → https://practicebetter.io/careers
Official Recruitment Notice & AI at Practice Better
All applications are reviewed directly by Practice Better’s internal Talent Acquisition team - no bots, no outsourcing. Legitimate communication from our hiring team will only come from email addresses ending in @practicebetter.io or @greenhouse.com.
Practice Better will never ask for payment, banking details, or personal financial information during the recruitment process. If you receive suspicious communication claiming to represent Practice Better, please contact our team at [email protected] to verify its legitimacy.
AI in Recruitment at Practice Better
We use AI thoughtfully to take some of the repetitive work off our team’s plate: early drafts of job descriptions, first-round interview questions, and help reviewing larger applicant pools. It’s there to make the process smoother and more efficient for everyone.
What AI doesn’t do is make decisions. Every hiring decision is made by real people, using structured and consistent practices designed to reduce bias and ensure fairness.
We’re committed to using AI responsibly and reviewing our approach regularly so it stays aligned with best practices, legal guidance, and the kind of candidate experience we want to deliver.
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