[Hiring] Customer Success Representative @CoVet

Role Description

The Customer Success Representative is responsible for ensuring our clients are successfully onboarded, adopt our solutions effectively, and derive maximum value from our products. This role requires a proactive, solutions-focused approach to addressing customer needs and challenges, and involves regular communication, troubleshooting, and collaboration with both internal teams and customers.

You will be a trusted adviser and advocate for our customers, working closely with them to understand their business goals and align our solutions to drive their success.

Please note: The scheduled shift for this position could be 9:00 a.m. to 5:00 p.m. or 11:00 a.m. to 7:00 p.m., based on business and coverage needs.

What you'll do

• Support the customer onboarding process, ensuring a smooth transition from sales to implementation.
• Conduct product training sessions and demonstrations to ensure customers are fully equipped to use our solutions effectively.
• Proactively monitor customer health and satisfaction through regular check-ins.
• Identify at-risk customers and work with them to address concerns, mitigate risks, and drive engagement.
• Guide customers in adopting new features and capabilities of our product.
• Provide recommendations to optimise usage, improve processes, and achieve better outcomes.
• Work closely with Sales, Engineering, Marketing, and Product teams to address customer needs and feedback.
• Identify opportunities to expand the scope of customer engagements, including cross-sell and upsell opportunities.
• Ensure customers are aware of additional features or services that may benefit their business.
• Act as the voice of the customer within the organisation, ensuring their needs and concerns are heard and addressed.
• Develop customer case studies, testimonials, and references to showcase the success of our solutions.

Qualifications

• 3+ years’ experience in Customer Success, Account Management, or a similar client-facing role.
• Experience working in the veterinary or pet industry is preferred.
• Excellent communication and interpersonal skills, with the ability to build strong, lasting customer relationships.
• Strong problem-solving skills, with the ability to troubleshoot and resolve customer issues.
• Experience with CRM software (e.g. Salesforce, HubSpot) and customer success tools.
• Ability to manage multiple customers and projects simultaneously while maintaining attention to detail.
• Strong presentation and training skills.
• Proactive and self-motivated, with a customer-first mindset.
• Strong organisational and time-management skills.
• Adaptable and comfortable working in a fast-paced, dynamic environment.
• Empathetic, with a genuine interest in helping customers succeed.

Benefits

• Competitive salary and health benefits.
• Remote-first culture with flexible working arrangements.
• Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.
• CoVet is an equal opportunity employer and is committed to building a diverse and inclusive team.
• Accommodations are available for candidates participating in all aspects of the selection process.