Practice EHR

Customer Success Manager

• Host monthly coaching calls and office hours, providing customers with valuable insights, resources, and tips to improve their success.
• Conduct 1:1 support calls with customers as needed to enhance retention, improve product adoption, and reduce churn rates.
• Respond to inbound sales inquiries to drive conversions and encourage sign-ups.
• Build sample nutrition plans and highlight dietary filters and product features in sales inquiries and during calls.
• Address That Clean Life-specific escalations from the Customer Support team, ensuring quick and effective resolution.
• Collaborate with marketing, product marketing, and partnerships teams, offering support and insights to help execute cross-departmental initiatives.
• Create additional content aimed at boosting customer success, such as optimized onboarding sequences, churn reduction strategies, and cross-sell content to drive influenced MRR.
• Respond to customer feedback on G2 for That Clean Life and engage with our Community members, reinforcing brand presence and customer engagement.

Customer Success Manager – Maternity Leave Contract

Customer Support

• Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution.
• Guide and train customers on the Practice Better platform so they can confidently use its features.
• Build deep product knowledge and share it with customers in clear, practical ways.
• Contribute to support resources like help articles and guides.
• Collect customer feedback, identify trends, and share insights with the development team.
• Log requests and keep teams updated on customer needs.
• Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority.

Customer Support Specialist

Marketing Operations

• Design and maintain comprehensive attribution models across all marketing channels, providing clear visibility into campaign ROI and customer acquisition costs
• Conduct deep-dive analyses on funnel performance, identifying bottlenecks and opportunities to improve conversion rates at each stage
• Track and analyze key marketing metrics including MQLs, SQLs, pipeline velocity, CAC, LTV, campaign attribution, Trial to Paid Conversion, and Churn.
• Develop predictive models to forecast campaign performance and inform budget allocation decisions
• Optimize marketing processes and workflows to increase team efficiency and reduce time-to-market for campaigns
• Manage marketing technology stack integration and data flow between systems (HubSpot, analytics platforms, etc.) Establish and maintain data governance standards to ensure accuracy and consistency across all reporting
• Lead marketing budget planning, tracking, and reconciliation, providing monthly variance analysis and recommendations
• Partner with Performance Marketing, Lifecycle Marketing, Growth, and Customer Success teams to align on metrics and attribution methodology
• Translate complex data findings into clear, actionable recommendations for marketing leadership and cross-functional partners
• Create executive-ready dashboards and reports that tell the story behind the numbers
• Serve as the marketing team's analytics expert, educating team members on metrics interpretation and best practices
• Conduct multi-touch attribution analysis to understand the true impact of each marketing touchpoint
• Perform cohort analyses to identify trends in customer behavior and lifetime value
• A/B test campaign elements and provide statistical analysis on results and recommendations
• Monitor competitive landscape and industry benchmarks to contextualize performance

Marketing Operations Manager

Data Engineer

• Design, build, and maintain scalable data pipelines using modern ETL/ELT tools.
• Manage and optimize our data warehouse infrastructure (Snowflake) for performance, cost, and reliability.
• Develop and maintain data models that support analytics, reporting, and machine learning use cases.
• Build systems that make key business metrics easily accessible - including net new ARR, MRR, trial-to-paid conversion, churn rates, gross and net revenue retention.
• Implement data quality monitoring, testing frameworks, and alerting systems.
• Partner with Product and Engineering to instrument event tracking and ensure data completeness across the customer journey.
• Build and maintain integrations between production systems (including payments infrastructure, CRM, analytics tools) and the data warehouse.
• Support revenue operations and go-to-market teams with clean, reliable data for tracking performance and customer behavior.
• Enable better segmentation and analysis to support vertical personalization and moving upmarket.
• Establish data governance standards, documentation practices, and access controls.
• Optimize query performance and support analysts with data infrastructure needs.
• Surface insights and trends from data to help teams make smarter, faster decisions.
• Evaluate and implement new data tools and technologies to improve our data stack.

Marketing

• Design and implement comprehensive onboarding, activation, and retention strategies that accelerate conversion and product adoption
• Optimize the end-to-end customer journey to reduce time-to-value and increase engagement
• Craft data-driven, personalized experiences tailored to customers' unique needs at every stage of their lifecycle
• Collaborate cross-functionally with Customer Experience, Product, and Marketing teams to ensure an integrated growth approach
• Analyze customer behavior and lifecycle metrics to continuously improve program performance
• Champion customer experience initiatives that drive both customer advocacy and business growth

Lifecycle Marketing Manager

• Act as a problem-solver: understand customer needs, troubleshoot issues, and follow up to ensure resolution.
• Guide and train customers on the Practice Better platform so they can confidently use its features.
• Build deep product knowledge and share it with customers in clear, practical ways.
• Contribute to support resources like help articles and guides.
• Collect customer feedback, identify trends, and share insights with the development team.
• Log requests and keep teams updated on customer needs.
• Meet personal and team goals such as CSAT and response times while keeping customer satisfaction a top priority.
• Shape how the team serves customers and help build new processes with autonomy and ownership.
• Report to Customer Support Manager.