Customer Onboarding Manager

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.

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.

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.

This role is focused on delivering high-quality, 1:1 customer onboarding experiences for new customers, helping them reach early value quickly and confidently. You'll guide customers through setup, workflows, and best practices, while occasionally supporting 1 many onboarding programs or events as needed.

• 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

You’ll be accountable for:

• Trial to Paid Conversion for Team and Plus Customers: Drive conversion for Team and Plus plan customers through effective 1:1 onboarding, clear value articulation, and proactive guidance tied to customer goals.
• Accelerate Time to Value: Ensure customers reach their first "aha" moments quickly by guiding them through core workflows, best practices, and setup required to succeed early in their lifecycle.
• Reduce Early Churn Risk: Identify risk signals during onboarding (low engagement, confusion, misalignment) and take proactive action or elevate appropriately to improve…