Customer Lifecycle Ops Manager

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.

 

About the Role

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.

What You'll Do

Customer 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

Who You Are

Experience & Skills:

• 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)

Who Thrives:

• 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

Key Working Relationships

Head of Revenue Operations: You partner on cross-functional revenue operations initiatives and Customer strategy.

Data team: Daily collaboration on data pipeline needs, data quality, and technical implementation.

Lifecycle Marketing Manager: You provide the analytical infrastructure they use for campaigns—health scores, customer segments, and cohort insights that inform their targeting and strategy.

VP of Customer Experience: You're their analytics and operations partner—visibility into team performance, customer health, and operational efficiency.

Sr Manager of Customer Support: You partner on support analytics, ticket metrics, capacity planning, and operational efficiency.

Customer Success Team: You build operational infrastructure including workload dashboards, health scoring, proactive workflows, and Hubspot CS implementation.

Growth Ops Manager: You coordinate on acquisition-to-customer handoffs, UTM taxonomy, and seamless data flow from trial signup to onboarding.

Why Join Practice Better

Build from the Ground Up: Establish customer analytics and operational infrastructure shaping how we retain and expand customers for years.

High Impact: Your analytics and infrastructure enable teams to drive meaningful improvements in retention, expansion, and customer lifetime value. Improving GRR is one of our biggest company goals this year.

Growth Stage Opportunity: We're growing with ambitious plans. Your work scales with us.

AI-Forward Culture: Access to internal AI agents amplifying your effectiveness in an environment embracing cutting-edge technology.

Analytical + Operational Ownership: You won't just analyze—you'll build. You won't just recommend—you'll implement.

Meaningful Mission: Empower health and wellness practitioners to build independent practices and transform lives.

Compensation & Pay Transparency

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.

Anticipated Base Salary Range: $105,000 - $115,000/year

Final offers are determined by experience, demonstrated skills, and location. We take a holistic approach to compensation, combining salary, bonus, equity, benefits, and flexibility.

What We Offer

Comprehensive Benefits: Health, dental, and vision coverage from day 1, RRSP/401k matching, generous paid parental leave, and annual learning stipends.

Remote-First, Connected Culture: Remote-first model with optional Toronto office access. Regular off-sites and team gatherings across North America.

Wellness and Growth:

• Unlimited vacation with real support for taking time off
• Company RRSP/401k program with employer matching
• $750 annual Health & Wellness Allowance
• $1,000 annual Learning & Development Allowance
• $500 annual Home Office Allowance
• Sprout Family: support for family-building journeys
• Inkblot: confidential mental health support
• Company-wide holiday closure in December
• Regular virtual events and team socials

Thriving at Practice Better

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 & Belonging

We 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 careers@practicebetter.io to verify its legitimacy.

AI in Recruitment at Practice Better
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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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