Manager, Customer Success

About PracticeTek

We don't do ordinary, we do bold ideas, big impact, and endless opportunities to grow. Imagine working with teammates who celebrate your wins, challenge you to think bigger, and cheer you on every step of the way. Imagine building solutions that actually change lives and reshape how healthcare works. That's the vibe here: high-energy, high-impact, and 100% human.

We're on a Mission

We're on a mission to revolutionize healthcare practices effortlessly. PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide.

Why You'll Love It Here

• Comprehensive health, dental, and vision coverage options
• Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
• Flexible paid time off, sick time, and 10 company-paid holidays
• 401(k) plan with company match to help you build your future
• Culture Committee driving initiatives that spark connection, fun, and belonging
• A workplace powered by innovation, collaboration, and energy every day

What You'll Do Here

Lead and develop a high-performing customer support team, ensuring consistent delivery of exceptional service and a seamless customer experience.

Establish and optimize support processes that improve response times, resolution quality, and overall customer satisfaction.

Partner cross-functionally with Product, Engineering, and Customer Success to resolve issues, escalate trends, and improve the customer journey.

Monitor support metrics and team performance, proactively identifying opportunities to improve efficiency, quality, and scalability.

Build a customer-centric culture that prioritizes clear communication, accountability, and continuous improvement.

How Success is Measured

• Customer satisfaction (CSAT): ≥90% positive feedback
• Average first response and resolution times meet or exceed defined SLAs
• Support ticket backlog maintained within target thresholds
• Hiring manager and cross-functional partner satisfaction: ≥4.5/5
• Team performance against productivity and quality benchmarks

What You Bring

• 4+ years of experience in customer support, with at least 1-2 years in a leadership or management role, preferably in a SaaS environment
• Proven ability to lead, coach, and develop support teams in a fast-paced, high-growth environment
• Strong understanding of support tools (e.g., Zendesk, Intercom) and ticketing workflows
• Data-driven mindset with experience using metrics to improve team performance and customer outcomes
• Excellent communication and problem-solving skills, with a focus on delivering a high-quality customer experience
• Commitment to building inclusive teams and maintaining compliance with company policies and applicable regulations

Pay & Benefits

We reasonably expect to pay between [68,000-85,000] for this position. This role is also eligible for benefits, including health, dental, vision, paid time off, 401(k) with company match, and may be eligible for additional compensation such as bonuses or equity, as applicable.

The Fine Print

This job description is not a contract of employment and does not alter the at-will relationship between PracticeTek and its employees.