Customer Success Representative

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

📋 Description

• Guide new clients through the implementation process from the initial kickoff to the go-live stage.

• Conduct training sessions for veterinarians, technicians, and key stakeholders, both virtually and occasionally in person.

• Establish success objectives with each practice and monitor their progress.

• Prepare and facilitate Quarterly Business Reviews that cover usage statistics, outcomes, and goals for the upcoming quarter.

• Cultivate relationships with practice owners, medical directors, and practice managers.

• Provide insights on usage and suggest actionable next steps.

• Address product inquiries and resolve basic technical issues.

• Escalate complex problems to the Support or Product teams and ensure follow-through until resolution.

• Monitor account health and identify clients who are at risk.

• Re-engage at-risk accounts with proactive strategies.

• Communicate client feedback to the Product team and leadership.

• Keep account notes, activities, and health scores updated in Salesforce.

• Identify opportunities for additional module offerings.

• Demonstrate add-on modules during QBRs, check-ins, and on-site visits.

• Collaborate with Sales on expansion opportunities and track these in Salesforce.

• Manage a portfolio of accounts and report on NRR, expansion revenue, and CSAT metrics.

⛳️ Requirements

• A minimum of 2 years of experience in the veterinary field (clinic, hospital, or veterinary-focused company).

• Comfort in training customers and explaining software to users who may not have technical backgrounds.

• Confidence in reaching out to at-risk clients and engaging in open discussions about their experiences.

• Willingness to travel 10–15% of the time, predominantly for veterinary tradeshows, conferences, and occasional client visits.

• Experience in customer success, account management, or sales (preferred).

• Familiarity with Salesforce or a similar CRM system (preferred).

• Experience conducting business reviews or presenting to clinic leadership (preferred).

• Ability to collaborate effectively with Sales, Support, and Product teams.

• Strong relationship-building skills with technicians and practice owners.

• Capability to showcase the advantages of add-on modules.

• Attention to detail in record-keeping and follow-through.

• Quick learner with the ability to teach new software to others.

• A client-centric approach to service.

🏝️ Benefits

• Competitive base salary, along with a performance bonus linked to NRR, expansion revenue, and CSAT goals.

• Comprehensive group benefits through Canada Life, encompassing health, dental, vision, mental health, and paramedical coverage, in addition to life, AD&D, critical illness, and both short- and long-term disability insurance.

• Access to a group retirement savings plan for contributions.

• Unlimited vacation after one year of service.

• Fully remote work-from-home position.

• Travel up to 10–15% for tradeshows, conferences, and client sites.

• Opportunity to make a substantial impact within a growing team in a specialized, mission-driven sector.