Customer Lifecycle Ops Manager

Overview

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.

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

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…