Practice Success Manager

Job Title: Practice Success Manager 

Location: The candidate must be located in Canada or the USA. Our office is in Toronto, ON, Canada, but the role is remote/hybrid/flexible.

Reports to: Head of Customer Experience

Position Overview:  The Practice Success Manager will empower health and wellness professionals to effectively use That Clean Life’s features to meet a variety of dietary needs for their clients. This mid-level role is perfect for those with a nutrition background who want to make a meaningful impact on both customer success and Go-to-Market strategies. You will play a key role in supporting customers throughout their entire journey, from prospect to onboarding, to long-term success, ensuring they maximize the value of the product.

What you’ll be doing:

Recipe Development & Team Management

• Oversee a team of recipe developers, including handling monthly invoicing and payments.
• Assign monthly recipe tasks to developers, ensuring clarity, consistency, and alignment with overall content strategy.
• Review and input recipes into That Clean Life on a weekly basis, maintaining high standards for consistency, accuracy, and quality control.
• Respond to recipe-related comments and questions promptly, providing expert guidance to enhance user satisfaction.

Customer Success and Support

• 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.
• Develop and update video tutorials for new and existing features, adapting content to match UI changes and improving customer ease-of-use.
• 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.

Marketing and Cross-Functional Support

• 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, reinforcing brand presence and customer engagement.

What you'll bring:

Must have a background in nutrition or a related field.  

• 3+ years business related experience working in a customer oriented role in any of: Sales, Marketing or Customer Success
• Ability to collaborate effectively with cross-functional teams, such as product development, sales, and marketing, to address customer needs and improve the overall customer experience.
• Excellent written and verbal communication skills with the ability to communicate effectively with users, team members, and other departments.
• Ability to analyze data and identify trends to improve the customer experience.
• Experience in managing customer escalations and resolving conflicts.
• Strong organizational skills to manage multiple tasks and priorities effectively.
• Must be open to coaching and mentoring both new hires and experienced team members.
• Strong technical writing skills and a deep understanding of cooking techniques, ingredients, and the basic nutrition that accompanies them.

Bonus:

• Experience with That Clean Life’s software features and functionality is preferred

Who you are:

• Experienced as a Dietitian or Nutrition Professional – Eager to use your background in nutrition to help health and wellness professionals see success and better serve their clients.
• Unique Client-Focused Background – Have a background in sales, onboarding, and/or customer success, with a focus in nutrition, health, and/or wellness.
• Adaptable and Comfortable in Change — Thrives in an ever-changing startup SaaS environment.
• Continuous Learner — Possesses a growth mindset, natural curiosity, and a strong commitment to learning and development.
• Proactive and Analytical — Takes a proactive approach, continuously seeking process improvements, and is comfortable with data-driven decision-making.
• Accountable and Autonomous — Comfortable with a high level of accountability and autonomy.
• Team Player — Collaboration and teamwork are intrinsic to your work philosophy.
• Open to Growth — Willing to step outside of your comfort zone.
• Love of Food & Cooking – Has an appreciation of recipe development and a natural instinct for what will taste great when written in recipe format.

Perks & Benefits:

• Unlimited Vacation: We believe you can be highly productive and still have plenty of time for life outside of work.
• Generous health benefits plan: Coverage starts from Day 1 and includes vision & dental. 
• Retirement savings matched up to 2% (401K / RRSP)
• Sprout Family: Receive personalized support for the family-building process, accessing top-quality care. Schedule a consultation with Sprout's Team for guidance, education, coaching, and assistance in finding a top provider, addressing medical, legal, or regulatory concerns throughout your journey. *Currently for Canadian Employees Only*
• Inkblot: Access to one of Canada's leading digital mental health companies, focusing on offering secure online video counseling through our corporate mental health programs and individual counseling services. *Currently for Canadian Employees Only*
• Choose your device: Are you Team Windows or Apple? You shouldn’t have to compromise, especially if you work more efficiently on a specific operating system. When you join us, you get to pick!
• Home Office Allowance: $500/year to ensure your home office is set up for optimal comfort and productivity.
• Health & Wellness Allowance: $750/year to support your health & wellness-related goals and hobbies.
• Learning & Development Allowance: $1000/year to explore a new skill, attend a conference, read some new books, etc.
• Fully Remote: Work from the comfort of your own home with the choice to access our downtown Toronto office for a change of scenery. 
• Events & Free Lunches: We prioritize weekly team bonding and monthly company-wide social events with a lunch stipend. We pride ourselves on maintaining a culture where everyone feels engaged, inspired, and excited to come to work every day.