Manager, Customer Success

About the role

At 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.

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. We’ve brought together the best-in-class platforms that serve Chiropractic, Wellbeing, Vision and Dental providers and their patients, united by one mission: to revolutionize retail healthcare practices effortlessly.

We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision. These aren’t just words; they’re how we live, work, and make an impact together.

You’ll get to shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. Team up with passionate, talented people who care deeply about patients, providers, and making a difference. See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development.

For remote roles, we’re excited to consider remote candidates. If you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup, spending three days each week collaborating in the office and the rest working from wherever you’re most productive.

Responsibilities

• 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

Requirements

• 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

Benefits

• 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
• Culture Committee driving initiatives that spark connection, fun, and belonging

Pay

We determine compensation by considering market data, internal equity, and each candidate’s skills and experience. For this position, we reasonably expect to pay between $68,000–$85,000.