Customer Success Manager

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

📋 Description

• Develop and sustain robust, trust-based relationships with veterinary clinics, acting as the key relationship manager for designated Managed accounts.

• Collaborate with clinics during pivotal stages of their Digitail journey to enhance adoption, streamline workflows, and foster long-term success.

• Conduct regular customer meetings tailored to the clinic's maturity level, including weekly Adoption sessions, Optimization assessments, and Quarterly Business Reviews (QBRs).

• Advise clinics on best practices and workflow enhancements that enable them to fully leverage the Digitail platform's value.

• Strengthen training efforts and pinpoint opportunities for further education, working in tandem with the Training team when formal learning is necessary.

• Analyze clinic usage, engagement, and operational patterns to pinpoint opportunities, risks, and areas needing intervention.

• Collaborate with clients to define and monitor Success Outcomes, ensuring Digitail aligns with each clinic's most important goals.

• Track customer health, proactively spotting early risk indicators and coordinating cross-functional action plans as necessary.

• Serve as the customer's voice by collecting feedback, identifying trends, and sharing insights that drive product and process enhancements.

• Work closely with Support, Product, Training, Onboarding, and Leadership teams to guarantee customers receive appropriate support at the right moments.

• Provide clarity on customer priorities, challenges, and next steps through timely and accurate documentation in internal systems.

• Aid seamless transitions from Onboarding to Customer Success via structured post-live handoffs.

• Lead strategic business reviews with clinic stakeholders to assess progress, celebrate achievements, and pinpoint future opportunities.

• Maintain a comprehensive understanding of Digitail's products, workflows, and best practices in veterinary operations.

• Keep up to date with trends in veterinary medicine and practice operations to better advise and support clients.

⛳️ Requirements

• Background in VetMed.

• Proven track record in Customer Success, Account Management, Implementation, Practice Consulting, or similar customer-facing roles within SaaS.

• Experience managing a customer portfolio and cultivating relationships with various stakeholders.

• Strong consultative abilities to comprehend customer goals and translate them into actionable strategies.

• Demonstrated capacity to drive adoption, influence results, and guide customers through transitions.

• Experience leading customer meetings, business reviews, or strategic discussions centered on value realization and customer outcomes.

• Exceptional communication and relationship-building skills, swiftly establishing credibility and trust.

• Strong organizational capabilities with meticulous attention to detail and follow-through.

• Comfortable collaborating across functions, including onboarding, support, training, product, and sales teams.

• Ability to assess customer situations, identify underlying issues, and propose practical solutions.

• High technical proficiency and confidence in learning and articulating software workflows.

• Strong problem-solving skills, remaining composed and solutions-oriented in complex situations.

• A proactive approach with a commitment to customer partnership and advancing the veterinary industry through technology.

🏝️ Benefits

• PTO + Bank Holidays: Local standard.

• Continuous Learning and Personal Growth: We provide a $1,000 USD annual budget to support learning and professional development opportunities.

• Health benefits package