Manager, Customer Success

About PracticeTek

PracticeTek is a leading retail-healthcare technology provider in North America, supporting over 40,000 clinics across Chiropractic, Wellbeing, Vision, and Dental sectors. Our mission is to revolutionize healthcare practices effortlessly by delivering comprehensive solutions ranging from practice management and analytics to payment systems. Our culture emphasizes bold ideas, impactful work, and continuous growth in a supportive, high-energy environment. Remote candidates are welcome, with hybrid options available in Las Vegas, NV; Green Bay, WI; and San Diego, CA.

Role Summary

We are seeking a Manager of Customer Success to lead and develop a dynamic customer support team, ensuring exceptional service, efficient processes, and a customer-centric culture. You'll collaborate across departments to enhance the customer journey and drive continuous improvement toward high satisfaction.

Responsibilities

• Lead and grow a high-performing customer support team, consistently delivering outstanding service and smooth customer experiences.
• Design and refine support workflows to enhance response times, resolution quality, and overall client satisfaction.
• Work closely with Product, Engineering, and Customer Success teams to address issues, escalate patterns, and advance the customer journey.
• Track support metrics and team performance, proactively identifying areas for efficiency and quality growth.
• Foster a customer-focused environment rooted in clear communication, accountability, and ongoing improvement.

Success Metrics

• Achieve customer satisfaction scores of 90% or higher.
• Maintain or exceed response and resolution time targets as per SLAs.
• Manage support ticket backlog within prescribed thresholds.
• Attain hiring manager and cross-functional partner satisfaction ratings of at least 4.5 out of 5.
• Meet productivity and quality benchmarks for team performance.

Candidate Profile

• At least 4 years of experience in customer support, including 1-2 years in leadership or management roles, ideally in a SaaS setting.
• Proven track record in coaching and developing teams within fast-paced, growth-oriented environments.
• Deep familiarity with support platforms such as Zendesk and Intercom, including ticketing workflows.
• Analytical and data-focused approach to enhancing team and customer results.
• Strong communication and problem-solving skills dedicated to high-quality customer experience delivery.
• Dedication to fostering diverse, inclusive teams and ensuring compliance with company policies and relevant regulations.

Compensation & Benefits

Compensation ranges from $68,000 to $85,000 annually, based on market research, internal equity, and individual skills and experience. Benefits include comprehensive health, dental, and vision insurance, paid time off, sick days, 10 company holidays, a 401(k) plan with company matching, and eligibility for bonuses or equity as applicable.

Additional Information

This position is part of an equal opportunity workplace that values diversity and inclusivity. Employment is at-will, and all qualified candidates will receive fair consideration irrespective of legally protected characteristics.