Customer Onboarding Manager

Practice Better

23h•$70,000 - $85,000•Remote

About The Position

Ready to make a real impact on global health and wellness care? Practice Better is an all-in-one platform helping health and wellness practitioners run their businesses, care for their clients, and scale their impact. Founded by practitioners in 2016, we’re now the leading EHR and practice management platform in the wellness industry, trusted by tens of thousands of practitioners across 70+ countries. In 2023, we expanded our whole-practice care offering through the acquisition of That Clean Life, bringing nutrition planning into our platform. We’re a remote-first team headquartered in Toronto, made up of curious, driven, and empathetic people building tools that help practitioners create sustainable, independent practices; and do the most meaningful work of their careers. While most of our work happens remotely, we come together regularly for off-sites and team events to stay connected and build together. Position Summary We are looking for a Customer Onboarding Manager to join our growing team. As a Customer Onboarding Manager focused on 1:1 onboarding, you’ll support new customers during one of the most important moments in their journey. You will play a critical role in ensuring practitioners are set up for success with Practice Better from day one. This role is responsible for delivering personalized, high-impact onboarding experiences that help new customers reach early value quickly and confidently. This role focuses primarily on 1:1 onboarding, guiding customers through setup, workflows, and best practices tailored to their goals, while occasionally supporting 1:many programs as needed. Onboarding is one of the most critical moments in the customer journey. This role ensures customers feel supported, confident, and successful from day one—while helping the team deliver consistent, high-quality onboarding experiences as we scale. The ideal candidate is customer-centric, organized, and comfortable balancing personalized guidance with efficiency and repeatable processes. Note: Practice Better is a remote-first company with team members across North America. However, this particular role is currently open to Canadian-based candidates only, and preference will be given to applicants legally authorized to work in Canada.

Requirements

3-5 years of experience in Customer Support, Customer Onboarding, Customer Success, Implementation, or a similar customer-facing role in a SaaS or PLG environment
Strong facilitation and communication skills; you’re comfortable leading 1:1 sessions and occasionally presenting to small groups
Customer-centric mindset with the ability to translate customer goals into clear onboarding plans
Organized and detail-oriented; you can manage multiple onboarding engagements simultaneously
Comfortable working within defined processes while also contributing ideas to improve them
Clear, empathetic communicator who can adapt to different customer needs and learning styles
Comfortable learning and using modern CS tools (e.g., HubSpot, Notion, Fathom, Customer Success platforms, etc.)

Nice To Haves

Experience in the Health & Wellness industry with some level of knowledge how our software supports practitioners
Knowledge of or technical proficiency with both Practice Better and That Clean Life software platforms

Responsibilities

Own end-to-end 1:1 onboarding for new customers, guiding them through setup, configuration, and early workflows tailored to their goals
Partner with customers to help them reach early time-to-value, ensuring they understand core features and best practices
Manage a book of onboarding customers, balancing personalized guidance with efficiency and consistency
Occasionally support 1:many onboarding programs, such as live group sessions, webinars, or office hours, during periods of high volume or coverage needs
Collaborate with Customer Success, Support, and Sales to ensure a smooth handoff and aligned customer experience
Identify common onboarding challenges and surface insights to improve onboarding materials, processes, and customer education
Contribute to onboarding documentation, templates, and resources to improve consistency and scalability
Track onboarding progress and outcomes, ensuring customers complete onboarding milestones and are set up for success

Benefits

Comprehensive Benefits
We offer a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage from day 1, as well as RRSP matching, generous paid parental leave, and annual learning stipends.
Remote-First, Connected Culture
Our remote-first model gives you autonomy and flexibility, with optional access to our downtown Toronto office for in-person collaboration. We also host regular off-sites and team gatherings across North America, because connection, creativity, and shared moments matter.
Wellness and Growth
Unlimited vacation, built on trust, clear expectations, and real support for taking time off
Company RRSP program with employer-matched contributions
Comprehensive health and dental benefits from day 1
$750 annual Health & Wellness Allowance
$1,000 annual Learning & Development Allowance to support your growth
$500 annual Home Office Allowance to set up a productive remote workspace
Sprout Family: personalized support for family-building and fertility journeys
Inkblot: confidential, digital mental health support from licensed professionals
Company-wide holiday closure in December
Regular virtual company-wide events, lunches, and team socials to stay connected