In my Customer Support Manager role in Veterinary SaaS, I lead a remote team of 8 and maintain 95% CSAT through proactive resolution.
I implemented support documentation and a knowledge base, reducing response time 35% and improving first-contact resolution. I also developed onboarding programs that improved adoption and reduced churn 20% year over year.
Previously, as a Client Success Associate in Veterinary SaaS, I supported veterinary clinic clients through onboarding and follow-ups, contributing to a 90% renewal rate. I work across Product and Engineering to escalate technical issues and maintain KPI dashboards for support metrics, retention, and feedback.
