[Hiring] Senior Client Success Manager @airVet

Role Description

We seek a relationship-driven, strategically minded, and data-driven Senior Client Success Manager to join our growing team. This role is designed for someone who thrives in managing complex, high-value accounts and navigating multi-stakeholder relationships. If you enjoy solving interesting problems, working in a fast-paced environment, and want to make a meaningful impact in the lives of pet families across the globe, this is the position for you.

WHAT YOU'LL BE DOING:

• Flex across various points of our client lifecycle, from implementation to QBRs to renewal.
• Drive program growth and success in partnership with the marketing and product teams.

Core Responsibilities:

• Client implementation:
  • Set the stage for a strong partnership by leading kick-off meetings and facilitating implementation for our various customers.
• Reporting & data analysis:
  • Monitor program success and identify areas for improvement.
  • Share insights in easily digestible ways for clients to understand the health of their program.
  • Be an advocate for customers' voices and identify new areas for refining reporting and data tracking.
• Develop and present executive-level business reviews:
  • Connect performance to broader workforce and benefits strategy goals.
• Program growth:
  • Work closely with the marketing and product teams to drive adoption and utilization across your book of business.
  • Drive employee-facing webinars, conduct pet photo contests, and develop seasonal content to inspire program engagement.
• Relationship Building:
  • Become a trusted advisor for clients.
  • Delight and surprise clients with all-star treatment and maintain exceptional client NPS.
  • Serve as the internal voice of your largest accounts to influence product roadmap priorities.
  • Proactively manage executive relationships and build multi-threaded connections across clients’ organizations to reduce churn risk and deepen partnerships.
• Renew and Grow:
  • Lead renewal and pricing changes with customers to foster a strong partnership.
  • Identify expansion opportunities within your book of business, including upsells, multi-year agreements, and partner integrations.
• Making a positive difference for pets and pet parents:
  • Your work will have a tangible and direct impact on the success of Airvet and the lives of pet parents across the globe.

Qualifications

• 5+ years of experience in a client-facing role such as client success, account management, or strategic consulting - with a track record of managing large, enterprise accounts.
• Must have previous experience in the employee benefits space.
• Excellent written and verbal communication skills.
• Excellent analytical and reporting skills.
• Project management skills with a highly organized approach and excellent attention to detail.
• Growth mindset with a strong desire to proactively drive adoption and utilization across your book of business.
• Energetic, flexible, collaborative, and proactive; a team player who can positively and productively tackle strategic initiatives and immediate business needs.
• Must love pets!

Benefits

• Competitive salary and commission structure.
• Stock options.
• Medical, Dental, and Vision coverage, including Dependents.
• Flexible Spending and Health Savings Accounts.
• Telemedicine and Employee Assistance Program (EAP).
• Life and AD&D policies.
• Unlimited Discretionary Time off, paid holidays, and a flexible time off approach.
• Los Angeles-based and Remote Work team.
• 401K Retirement Plan through Human Interest (Employee contribution - Not matched currently).
• Pet-friendly, of course! Access to Airvet as a benefit.
• Monthly stipend for work-from-home.
• Annual Educational Reimbursement Program.

Company Description

Airvet provides 24/7 access to video visits and chats with thousands of licensed veterinarians and pet care providers, delivered as a highly valued employee benefit to companies like Adobe, Manulife, Freshpet, Dayforce, and Coke Northeast. Airvet is the #1-rated pet telemedicine app on the App Store, with over 7,300 reviews and a 4.9/5-star rating. To date, Airvet has helped 250,000+ pet families in the United States and Canada.