Job Description
Customer Success Manager
Location: US or Canada
Digitail is a fast-growing startup that leverages technology to modernize the veterinary industry. Our cloud-based platform connects pet owners with veterinary practices, streamlining communication and improving the overall healthcare experience for pets.
As a Customer Success Manager at Digitail, you will be responsible for building impactful, long-term relationships with our veterinary clinic and hospital customers.
Your primary objective will be to ensure their success and satisfaction, drive customer retention and maximize optimal usage of our products.
Our Customer Success Manager will serve as the main point of contact, collaborating closely with customers to understand their unique needs, provide support, and offer strategic guidance to optimize their experience and outcomes.
Responsibilities:
- Relationship Management: Build and maintain strong relationships with veterinary clinic and hospital customers, acting as their trusted advisor and advocate within our organization.
- Support: Provide ongoing technical support; also covering optimising new features, best practices and provide upsell opportunities with new partner integrations
- Customer Success Planning: Develop and execute customer success plans, identifying goals and milestones in collaboration with customers to drive their success and achieve desired outcomes.
- Product Adoption and Optimization: Proactively engage with customers to promote and increase product adoption, sharing best practices, insights, and new feature updates. Recommend and implement strategies to optimize their usage and derive maximum value from our solutions.
- Customer Feedback and Advocacy: Act as the voice of the customer, gathering feedback and insights to influence product enhancements and roadmap decisions. Advocate for customer needs and ensure their feedback is addressed promptly.
- Renewals and Expansion: Monitor customer health metrics, identify risks, and develop strategies to mitigate churn. Collaborate with the sales team to drive renewals and expansion opportunities.
- Documentation and Reporting: Maintain accurate customer records and activities in our CRM system. Provide regular reports on customer health, usage metrics, and customer success initiatives.
- Stay updated with industry trends and best practices in veterinary practice management software to effectively communicate the value and benefits of our platform to clients.
Requirements:
- Bachelor’s degree in a relevant field or equivalent practical experience.
- Proven experience as a Customer Success Manager or similar client-facing role, preferably in a SaaS company or within the veterinary industry.
- Strong knowledge of operational workflows and delivery management via SAAS/PIMS
- Excellent interpersonal and communication skills, with the ability to build rapport and effectively engage with customers at all levels.
- Demonstrated ability to understand customer needs, offer strategic advice, and deliver solutions to drive customer success.
- Technical aptitude and ability to quickly learn and navigate software platforms.
- Exceptional problem-solving and troubleshooting skills.
- Self-motivated, proactive, and able to work independently as well as part of a team.
- Strong organizational and time management abilities, with the capacity to manage multiple customer accounts simultaneously.
- Passion for customer satisfaction and a genuine interest in the veterinary industry.
