Client Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and enhance relationships within a portfolio of partner hospitals while acting as a reliable resource for client success, engagement, and sustainable partnership development.

• This position emphasizes proactively assisting clients through strategic interactions, customer-oriented processes, performance analytics, and relationship stewardship that foster engagement, promote plan expansion, and eliminate obstacles to success.

• The role also plays a vital part in establishing scalable client success initiatives and operational strategies that facilitate Nest's ongoing growth.

• Generate insights that prompt action.

• Evaluate client trends, engagement behaviors, and initiative effectiveness to pinpoint areas for growth, enhanced adoption, and improved client outcomes.

• Convert data into concise, actionable recommendations and scalable processes that encourage continuous enhancement across the customer experience.

• Collaborate closely with Hospital Success for onboarding and lifecycle assistance.

• Work alongside Product and Engineering teams to address bugs and usability challenges.

• Assist Sales with customer preparedness, renewals, and testimonials.

• Contribute to a high-performing customer experience culture with opportunities for future leadership roles.

• Foster a culture of accountability, collaboration, and customer-centric thinking while aiding in process improvements, strengthening client relationships, and driving team success throughout the organization.

⛳️ Requirements

• 2-5 years of experience in SaaS customer support, including team leadership.

• Experience in startups is essential; you excel in fast-paced, resource-limited environments.

• A builder mindset with a strong desire to create structured and scalable processes.

• Excellent communication skills across email, phone, and chat in high-pressure situations.

• Analytical and data-oriented, with the capability to uncover insights and communicate them effectively.

• Proven success in driving customer growth, retention, and long-term success.

• A growth-focused leader dedicated to team development, process enhancement, and elevating the customer experience.

• A collaborative, low-ego leader who removes barriers and supports both clients and team members in achieving success.

• Strong organizational, prioritization, and time management abilities.

• Proficient in managing relationships across clients and cross-functional internal teams.

• Comfortable with ambiguity in a rapidly changing startup environment.

• Self-motivated and able to function efficiently with minimal supervision.

🏝️ Benefits

• 5X growth trajectory — your contributions will directly influence our scaling efforts.

• High visibility role — every hospital launch will reflect your impact.

• Meaningful mission — ensuring more pets receive the preventive care they need through successful practice setups.

• Ground-floor opportunity — help shape what exceptional implementation looks like at a leading company in the category.

• Supportive teammates — kind, motivated, and genuinely collaborative individuals.