Customer Success Representative

About the role

The Customer Success Representative is responsible for ensuring that our clients are successfully onboarded, adopt our solutions effectively, and derive maximum value from our products. This role requires a proactive, solution-oriented approach to addressing customer needs and challenges, and will involve regular communication, troubleshooting, and collaboration with both internal teams and customers.

You will be a trusted advisor and advocate for our customers, working closely with them to understand their business goals and aligning our solutions to drive their success.

This is a full-time remote position with a Tuesday through Saturday work schedule to align with the team's operational needs.

What you'll do

• Support the customer onboarding process, ensuring a smooth transition from sales to implementation.
• Conduct product training sessions and demonstrations to ensure customers are fully equipped to use our solutions effectively.
• Proactively monitor customer health and satisfaction through regular check-ins.
• Identify at-risk customers and work with them to address concerns, mitigate risks, and drive engagement.
• Guide customers in adopting new features and capabilities of our product.
• Provide recommendations to optimize usage, improve processes, and achieve better outcomes.
• Work closely with Sales, Engineering, Marketing, and Product teams to address customer needs and feedback.
• Identify opportunities for expanding the scope of customer engagements, including cross-sell and upsell opportunities.
• Ensure customers are aware of additional features or services that may benefit their business.
• Act as the voice of the customer within the organization, ensuring that their needs and concerns are heard and addressed.
• Develop customer case studies, testimonials, and references to showcase the success of our solutions.

Qualifications

• 3+ years of experience in a Customer Success, Account Management, or similar client-facing role.
• Experience working in the vet/pet industry is preferred.
• Excellent communication and interpersonal skills, with the ability to build strong, lasting relationships with customers.
• Strong problem-solving skills and the ability to troubleshoot and resolve customer issues.
• Experience with CRM software (e.g., Salesforce, HubSpot) and customer success tools.
• Ability to manage multiple customers and projects simultaneously while maintaining attention to detail.
• Strong presentation and training skills.
• Proactive and self-motivated with a customer-first mindset.
• Strong organizational skills and time management abilities.
• Adaptable and comfortable working in a fast-paced, dynamic environment.
• Empathetic, with a genuine interest in helping customers succeed.

Why Join Us?

• Competitive salary and health, dental, and vision benefits.
• Remote-first culture with flexible working arrangements.
• Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.

We are an equal opportunity employer and welcome applicants from diverse backgrounds. Accommodations are available upon request for candidates taking part in all aspects of the selection process.