Customer Success Manager 🇬🇧

At PetsApp we're doggedly determined to make veterinary care purrfect. We provide an app-based client communication and digital payments solution for veterinary clinics, enabling them to better engage with pet owners and better advocate for their patients. 🐶

Our product includes role-based text chat, video consulting, appointment booking, push notification campaigns, and digital payments.

We want to help clinics better serve pets and their owners while making life easier for veterinary teams 👩‍⚕️

Job Description
Since PetsApp launched in January 2020 we've had enormous growth in the UK 🇬🇧 & the US 🇺🇸:

• $7 million in payments

• Over 650,000 virtual care interactions

• 11,000 iOS App Store reviews

• 4.9/5 iOS and Android ratings

To expand on these efforts we are looking for a creative, intrinsically motivated, self-starter Customer Success Manager! 🚀

You will work closely with our broader CS team: Jess (Customer Success Manager), Ricky (Customer Success Manager), Claire Cameron (Customer Success Manager) and Jerica (Customer Success Manager (US)).

Entrepreneurially-minded, you will thrive on the extent of the opportunity and be well placed for rapid progression.

As a CSM, you will:

• Manage UK key accounts and clinics, and help to onboard new clinics to PetsApp.

• Develop documentation for scale + automation given our massive growth and need for quick onboarding and ramp in the CS position.

• Develop and own initiatives with product + sales and CS for self-serve onboarding.

• Own Metabase and drive data-driven decisions for leadership + CS to execute + question current channels and outreach methodology.

• CS Enablement - Lead on analyzing current CS activities and create

• Report to the executive leadership team on a weekly basis with key accounts and initiatives + progress.

• Own the end-to-end success for a high-volume of PetsApp's customers, responsible for revenue retention, growth, and customer happiness metrics. Within this overarching goal, you will:

  • Devise a metrics-driven approach/playbook for activation and ensure “Health Score” is accurate and contains all key metrics.

  • Responsible for account usage growth within critical segments (payments growth, pets created) and account sizes (enterprise, SMB)

  • Proactively plan for and lead customer renewal conversations.

  • Ensure regular check-ins with key accounts and set a cadence for all customer segments.

  • Cultivate customer evangelists within your book of business

  • Develop life cycle activation strategies in coordination with Marketing and Product teams

  • Conduct discovery to generate Customer Success qualified opportunities that can be shared with PetsApp’s Sales team and unlock growth

  • Supporting the marketing and sales teams with testimonials and case studies as required

Qualifications

• Must be able to work independently and proactively! ⚡️

• Familiar with Amplitude + Metabase, Hubspot and other CS tools. Not a requirement, but a big +.

• SQL is a big + but not needed.

• Strong work ethic and eagerness to learn! 🙇‍♂️

• Ability to dissect data and identify trends and set a plan of action to tackle and then report back to leadership.

• You have a high tolerance for ambiguity and understand the risk-reward of start-up life 🧗‍♂️

• You are a team player with leadership potential.

Benefits 👯‍♂️

• Crucial role in a hypergrowth startup - with clear potential to move up and own a key part of Customer Success.

• Competitive compensation

• Stock options - our success is your success. We think you should have a share in that!

• 25 days paid holiday plus public holidays - Fully rested and recharged employees do their best work. So take a break!

• & more…

• Chat with us to learn about all the perks enjoyed by the PetsApp pack!