Note: The job is a remote job and is open to candidates in USA. PracticeTek is one of the largest retail-healthcare tech providers in North America, aiming to revolutionize healthcare practices. The Manager of Customer Success will lead a high-performing customer support team, establish support processes, and collaborate cross-functionally to enhance customer satisfaction.
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
Skills
- 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 to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- We’re excited to consider remote candidates for this role! That said, 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.
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- For this position, we reasonably expect to pay between [68,000-85,000]. 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.
Company Overview