Who We Are

At TeleVet, you’ll notice we are on a mission to create a world where both Veterinarians and Pet Parents have peace of mind. We create technology and services to enable veterinary teams to provide high-quality care so that vets and pet parents can enjoy the highest quality of life. We are a fast-paced start-up and a team of passionate entrepreneurial-minded people excited to build an amazing place to work. If this inspires you, please apply!

What You’ll Do

As the Manager of Customer Success, you will lead a team of driven and talented Customer Success Managers (CSMs) who are responsible for ensuring veterinary clinics are getting the most value from their partnership with TeleVet. Customer Success Managers drive customer usage, retention, and advocacy by using data analysis and proactive approaches to engage with our veterinary clinic partners. The CSM team is an integral part of designing the product roadmap by sharing customer feedback and working closely with cross-functional teams like product and engineering. All team members look to Customer Success for input across all key decisions.

In this role, you will:

• Lead a team of Customer Success Managers and help them to drive successful business outcomes by providing coaching for their portfolios and focusing on their individual career growth and goals
• Manage growth planning and performance assessments for the Customer Success team
• Design and implement processes to drive ongoing clinic success and retention, and actively identify and remove internal or product roadblocks for the CSMs
• Be an expert in helping the team to build and manage renewal and upsell pipeline and provide forecasting to leadership
• Report on key metrics of the Customer Success team (customer health, retention, NPS, etc) and analyze the data and take action to continuously improve the performance of the team
• Lead by example by going above and beyond for our veterinary clinics in your support and interactions with them and demonstrating a customer-centric approach in all conversation
• Be an additional point of contact and leadership contact for enterprise accounts, and assist with high priority requests and issue escalations
• Collaborate with internal teams to improve processes and serve as an advocate for the CSMs and our customers across the organization

Who You Are

Aside from being amazing, the following requirements will set you up to compete for this role.

• 1-3 years of leading a customer success or account management team
• Background creating and implementing proven, scalable processes, preferably in an early-stage SaaS start-up 
• Proven track record of working in a customer-facing role responsible for revenue (upsells and renewals)
• Experience with using data and analytics to drive positive results within a team and company
• Must be highly organized and able to prioritize and process a number of tasks simultaneously
• Ability to build lasting relationships based on trust externally and internally to collaborate on customer concerns and resolutions
• You’re a self-starter and a player-coach - always willing to step in to help the team where needed