Customer Success Manager ensuring clients effectively use DigitalCheckIn software and remain satisfied. Involves onboarding, support, and continuous process improvements in a dynamic team.
About the role
- Customer Success Manager building impactful relationships with veterinary clinics through Digitail's cloud-based platform. Ensuring customer satisfaction and engagement with ongoing support and guidance.
Responsibilities
- Build and maintain strong, trust-based relationships with veterinary clinic and hospital customers, guiding them throughout their Digitail journey.
- Provide ongoing support and strategic guidance, including new feature optimization, workflow best practices, and identifying upsell opportunities where relevant.
- Develop and execute customer success plans, defining goals and measurable milestones to help customers achieve their desired outcomes.
- Proactively engage with customers to increase product adoption - sharing insights, updates, best practices, and recommendations to help them maximize value.
- Represent the voice of the customer internally by gathering feedback, identifying needs, and influencing product improvements and roadmap decisions.
- Work closely with senior leadership on customer strategies.
- Monitor customer health metrics, anticipate risks, and develop approaches to mitigate churn while reinforcing long-term satisfaction.
- Use internal tools to analyze customer usage patterns, generate insights, and support customer success initiatives.
- Collaborate closely with cross-functional teams - including onboarding, customer success, sales and product - to ensure a seamless customer experience.
- Stay informed about industry trends and best practices in veterinary practice management software to effectively communicate Digitail’s value to clients.
Requirements
- Proven experience as a Customer Success Manager or similar client-facing role, ideally within the veterinary, medical, or SaaS industries.
- Strong understanding of operational workflows and delivery management in clinic or software environments.
- Confident communicator and relationship-builder, comfortable engaging with customers at all levels.
- Demonstrated ability to deeply understand customer needs, provide strategic advice, and deliver solutions that drive measurable customer success.
- High technical aptitude; ability to learn software quickly and explain technical concepts in a customer-friendly way.
- Excellent problem-solving abilities and strong troubleshooting skills.
- Strong organization and time management skills, capable of managing multiple accounts simultaneously.
- Passion for customer satisfaction and for improving the veterinary industry through technology.
Benefits
- PTO + Bank holidays: local standard
- Health benefits: ASIROM Insurance
- Continuous learning and personal growth: We offer a $1,000 (USD) yearly budget for learning and growth opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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