Customer Success Manager

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Digitail

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

⚕️ Healthcare Insurance

Healthcare Insurance • Software • Animal Care

Digitail is an all-in-one veterinary software designed to streamline the operations of veterinary practices, catering to both brick-and-mortar clinics and mobile veterinary services. The platform offers features such as health records management, online appointments, invoicing, stock management, and a pet parent app, all aimed at enhancing efficiency and improving pet care. With cloud-based capabilities, Digitail empowers veterinary professionals to optimize workflows, engage with clients, and deliver better patient care.

📋 Description

• Build and maintain strong, trust-based relationships with veterinary clinics, serving as the primary relationship owner for assigned Managed accounts. • Partner with clinics during critical phases of their Digitail journey to drive adoption, optimize workflows, and support long-term success. • Lead regular customer meetings based on the clinic's stage of maturity, including weekly Adoption meetings, Optimization reviews, and Quarterly Business Reviews (QBRs). • Guide clinics toward best practices and workflow improvements that help them maximize the value of the Digitail platform. • Reinforce training and identify opportunities for additional education, coordinating with the Training team when structured learning is required. • Review clinic usage, engagement, and operational trends to identify opportunities, risks, and areas requiring intervention. • Partner with customers to define and track Success Outcomes, ensuring Digitail remains aligned to the goals that matter most to each clinic. • Monitor and maintain customer health, proactively identifying early indicators of risk and coordinating cross-functional action plans when needed. • Act as the voice of the customer by gathering feedback, identifying trends, and sharing insights that inform product and process improvements. • Collaborate closely with Support, Product, Training, Onboarding, and Leadership teams to ensure customers receive the right level of support at the right time. • Provide visibility into customer priorities, challenges, and next steps through accurate and timely documentation in internal systems. • Support smooth transitions from Onboarding into Customer Success through structured post-live handoffs. • Facilitate strategic business reviews with clinic stakeholders to review progress, celebrate successes, and identify future opportunities. • Maintain a high level of understanding of Digitail's products, workflows, and veterinary operational best practices. • Stay informed about trends in veterinary medicine and practice operations to better advise and support customers.

🎯 Requirements

• Experience in VetMed. • Proven experience in Customer Success, Account Management, Implementation, Practice Consulting, or other customer-facing roles within SaaS. • Experience managing a portfolio of customers and building relationships with multiple stakeholders. • Strong consultative skills with the ability to understand customer goals and translate them into actionable plans. • Demonstrated ability to drive adoption, influence outcomes, and support customers through change. • Experience conducting customer meetings, business reviews, or strategic conversations focused on value realization and customer outcomes. • Excellent communication and relationship-building skills with the ability to establish credibility and trust quickly. • Strong organizational skills with exceptional attention to detail and follow-through. • Comfortable working cross-functionally with onboarding, support, training, product, and sales teams. • Ability to analyze customer situations, identify root causes, and recommend practical solutions. • High technical aptitude and confidence learning and explaining software workflows. • Strong problem-solving skills and the ability to remain calm and solutions-oriented when navigating complex situations. • A proactive mindset with a passion for customer partnership and improving the veterinary industry through technology.

🏖️ Benefits

• PTO + Bank Holidays: Local standard. • Continuous Learning and Personal Growth: We offer a $1,000 USD annual budget to support learning and professional development opportunities. • Health benefits package