Note: The job is a remote job and is open to candidates in USA. Otto is a technology and services company focused on helping veterinary teams provide high-quality care and improving the experience of veterinarians and pet parents. The Customer Success Manager will own relationships with a portfolio of veterinary clinics from onboarding and implementation through account management, retention, renewal, and growth, while collaborating cross-functionally and troubleshooting customer issues.
Responsibilities
- Owns the client relationship and customer journey for a portfolio of veterinary clinics. + Serves as the primary contact for onboarding new clinics: leads initial platform setup and configuration based on Otto's recommended best practices, and delivers onboarding calibrated to account value. + Serves as the owner of the customer relationship: is the primary contact for our clients for the implementation of new features, ongoing training of the platform, and provides strategic, consultative partnership throughout the customer lifecycle
- Is an ambassador for the Otto company and conveys confidence in our platform and expected outcomes
- Closely monitors clinic engagement, usage, and satisfaction before, during, and after each clinic's Go-Live date, and continues that relationship into ongoing account management
- Understands and tracks customer outcomes by communicating with customers, analyzing health metrics, monitoring NPS, and consolidating feedback through support channels
- Advocates for the customer and provides input into product, marketing, sales, and support
- Identifies and cultivates expansion & upsell opportunities and coordinates with the appropriate teams to see them through to success. Drives renewals by increasing the value that our product and their relationship with the client provides
- Identifies early signals of expansion or renewal risk and flags them to the appropriate teams
- Troubleshoots technical issues raised by customers and escalates as needed
Skills
- * Proven track record working in a customer-facing role in a SaaS or software company
- * Project management experience — able to run multiple onboarding timelines and cross-functional workstreams at once
- * Implementation, technical onboarding, or technical customer success experience — comfortable configuring software to a customer's requirements and troubleshooting technical issues
- * Experience working with Salesforce and Zoom
- * Adaptable and willing to experiment/learn as we develop new products and processes
- * Experience with Intercom or a similar live chat platform is a plus
- * Veterinary experience is a plus
Benefits
- Open vacation (PTO) policy
- Life insurance, short and long term disability insurance
- Employee Assistance Program
- Pet insurance
- Parental leave and New Pet Parent Leave
- 401(k) account
- Education and training
- Flexibility - Work from home when needed
- Vibrant startup environment
- Company events, happy hours, free drinks, snacks and more!
Company Overview