About Us
Owl Practice Suite is a collection of SaaS products specifically designed for mental health professionals, including Owl Practice, Zencare, and Reimbursify. Our comprehensive suite of features and products streamline both the administrative and clinical tasks faced by mental health practices. We pride ourselves on our customer-centric approach, ensuring a seamless experience for our customers throughout onboarding, implementation, and ongoing support and service.
About the Role
We are seeking a Manager, Customer Success to support Owl Practice Suite’s U.S. customers while also contributing to our growing customer base in Canada. This role will be responsible for managing and mentoring Customer Success team members while also remaining actively involved in supporting customers.
In this role, you will help drive operational excellence across the customer experience by coaching team members, managing complex customer inquiries, and partnering cross-functionally to improve processes and outcomes. The ideal candidate has strong SaaS Customer Success experience, prior people management experience, and a passion for delivering exceptional service.
This position requires an Eastern Time Zone workday from 10:00 AM to 6:00 PM, Monday through Friday, with occasional non-standard hours during the week or on weekends as needed to support team members and customers. A strong, reliable internet connection is required, and from time to time you may be asked to travel for in-person professional development and/or company events.
Key Responsibilities
- Lead and manage a team of Customer Success team members, providing mentorship, coaching, and day-to-day guidance. Use data to ensure all team members are working efficiently and effectively to meet their personal and organizational goals.
- Continue to provide hands-on customer support, including working and managing support tickets and assisting customers via email, phone, and video.
- Serve as a point of escalation for complex or sensitive customer issues.
- Monitor team workflows and help ensure timely responses and resolution of customer inquiries.
- Partner with Customer Success leadership to improve processes, documentation, and workflows.
- Become an expert in the full line of Owl Practice Suite products and support customers in maximizing the value of their subscriptions and services.
- Assist in identifying at-risk customers and contributing to proactive retention efforts.
- Support account growth opportunities through upselling, cross-selling, and renewals by understanding customer needs.
- Contribute to key Customer Success metrics such as CSAT, retention, support delivery goals, and payments adoption.
- Collaborate with Product, Engineering, and Marketing teams to communicate customer feedback and advocate for improvements.
- Participate in special projects and operational initiatives that improve the customer experience.
What You Bring
- 3–5 years of experience in Customer Success, Customer Support, or Account Management in a SaaS or technology-driven environment.
- Prior experience managing or leading a team in a Customer Success or Support environment.
- A passion for delivering anticipatory, world-class customer service.
- Strong problem-solving skills and the ability to manage complex customer scenarios with professionalism and empathy.
- Strong leadership and coaching skills with the ability to support team members’ development.
- Strong organizational and multitasking skills, with the ability to manage competing priorities while balancing leadership responsibilities with hands-on customer support work.
- An entrepreneurial mindset with a willingness to challenge the status quo, continuously improve processes, and contribute to the evolution of the Customer Success function.
- Excellent written and verbal communication skills.
- Passion for Owl Practice Suite’s mission and improving access to quality mental health care.
Technical Qualifications
- Bachelor’s degree from an accredited college or university.
- Proficiency with MS Office and comfort navigating multiple platforms simultaneously (e.g., Slack, Jira, HubSpot, Zendesk, Confluence, Stripe, etc.).
What We Offer
- A flexible, fully remote work environment.
- Opportunities for growth and advancement alongside a team of passionate, mission-driven colleagues.
- The chance to make a positive social impact and work daily with mental health care providers.
Additional Information
We prioritize skill and dedication over experience, but relevant experience in the mental health sector is highly valued. If you have experience working with mental health providers or in a SaaS Customer Success environment, we encourage you to apply
Don’t meet every single requirement? Studies show that women, people of color, and other historically underrepresented groups may hesitate to apply unless they meet 100% of the qualifications. At Owl, we’re committed to building a diverse, inclusive, and authentic workplace—so if this role excites you, we encourage you to apply even if your background doesn’t align perfectly.
Owl Practice Suite is an equal opportunity employer. We do not discriminate on the basis of race, ancestry, religion, color, national origin, gender, sexual orientation, gender identity or expression, political belief, age, marital status, veteran status, or disability.
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Management: 4 years (Required)
- Zendesk: 2 years (Required)
- SaaS: 5 years (Required)
Work Location: Remote
