About this role
Vetstoria is seeking a dedicated Customer Success Specialist to join our US team. You’ll be on the front line in our corporate post-onboarding experience, driving adoption, retention, identifying/closing new revenue opportunities, and maximizing the return on a customer’s technology investment. Reporting to our Manager of Customer Success in Germany, a successful Customer Success Executive is highly organized and utilizes a proactive approach based on data and a deep understanding of Vetstoria solutions. Although based in the US, you can expect to interface with colleagues and support clients in Europe.
Duties & Responsibilities
- Manage HQ-level corporate client communications both inbound (troubleshooting issues, clarifying use cases, providing status updates) and outbound (re: product roadmap, expansion plans, performance)
- Engage clients in performance reviews and create reports, accessing and analyzing data stored in Hubspot, Google Datastudio, and our proprietary booking platform
- Make client configuration changes via the product backend to implement suggested and approved client requests and best practices
- Stay up to date on client onboarding and support issues via Smartsheets and Freshdesk to ensure we manage client expectations and proactively communicate any potential SLA issues
- Prepare data for performance review calls, showcasing areas for improvement, using benchmarking to support client recommendations
- Monitor NPS scores and other KPIs related to retention and churn via our weekly scorecard, taking appropriate action as necessary
About You
- 2+ years experience in Customer Success (or similar) role, maintaining high retention rates, preferably in a smaller B2B SaaS company
- Deeply invested in the happiness of customers, only using a professional and positive demeanor on/off the phone and in written communications
- Able to interface with mid-management leaders to drive program strategy and ROI with strong presentation and negotiation skills
- Strategic mindset; effective listener, responsive, and proactive; Continuous learner who is open to input from others
- Thrives in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
- Experience with Hubspot, Smartsheets, FreshDesk, Jira, and Google DataStudio is preferred but not required
- Analytical mindset with experience analyzing data in Excel or Google Sheets
Benefits & Perks
Vetstoria is a remote, globally distributed team, guided by 6 core values: integrity, entrepreneurship, dynamic, humility, commitment, and teamwork. Benefits and perks include:
- Medical coverage for employees and dependents (80-90% covered by employer)
- Employer HSA contribution with HDHP
- 401(k) match up to 3.5%
- Dependent Care Flexible Spending Account (FSA)
- Dental & Vision coverage available
- Basic Life and AD&D Insurance
- Short and Long Term Disability
- Flexible Time Off & 15 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual Stipend for Learning and Development
Notice at Collection to Applicants Residing in California
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