SMB Customer Success Manager

Position Overview

We are seeking a dynamic SMB, Customer Success Manager to join our team and play a vital role in ensuring the success and satisfaction of veterinary office staff who use our platform. The ideal candidate will be responsible for developing and maintaining strong, long-term relationships with our veterinary offices clients, ensuring they maximize the benefits of our services. You will be a key point of contact, advocating for our clients' needs while collaborating closely with internal teams to drive client satisfaction, adoption, and retention.

This position will start as remote, but will transition to hybrid, with required presence in the San Francisco office each week.

Key Responsibilities

Client Onboarding and Training:

• Run the onboarding process for veterinary office staff, ensuring they have a smooth and successful start with our platform.
• Provide comprehensive training and resources to clients to help them navigate and utilize our services effectively.

Client Management:

• Serve as the main point of contact for Veterinary clinic clients, understanding their unique needs and requirements.
• Run our SMB playbook to ensure excellent Customer Service

Client Advocacy:

• Act as the voice of the client within the company, advocating for their needs and requirements in product development and service enhancements.
• Proactively identify and address any client concerns, issues, or roadblocks.

Adoption and Engagement:

• Monitor client engagement and adoption of our services, identifying opportunities for improvement and growth.
• Collaborate with clients to develop and execute strategies to maximize their utilization of our platform.

• Ensure high client retention rates by providing exceptional service and addressing client needs promptly.

Feedback and Reporting:

• Collect client feedback and insights to help improve our services and product offerings.
• Generate regular reports on client health, satisfaction, and usage.

Team Collaboration:

• Collaborate with internal teams such as product development, sales, and marketing to align on client needs and ensure a seamless client experience.

About The Company

We believe it should be easy for pet parents to do the right thing. At Pawlicy Advisor, personalized advice from the most trustworthy experts ensures pets get the best care possible.

Pawlicy Advisor is a fast-growing, venture-backed startup focused on helping pet owners around the country find the right health products for their pets, starting with pet health insurance. Pet insurance’s popularity is growing rapidly as pet owners seek protection from the high cost of veterinary care. Our pet insurance marketplace takes into account a pet’s breed-specific health risks to help people find the right policy for their pet. We also save pet owners money by analyzing pricing differences and premium increases over the lifetime of an animal.

We market to pet parents through a number of channels, but the partners we value the most are veterinarians. Vets love pet insurance because it increases that chance a pet parent will be able to afford the cost of treatment, but vets don’t know what providers to recommend and don’t want the liability associated with recommending a specific brand. Pawlicy Advisor helps thousands of vet offices across the US by simplifying the treatment financing conversation.

Where is the Pawlicy Advisor team located?

Pawlicy is headquartered in NYC and currently the majority of the team operates remotely with a few focused work places around the country such as San Francisco and NYC. We meet up for company offsites on a regular basis where we fly the whole team out to a fun destination and spend a few days team building. Our last few involved paddle boarding, ropes courses, horse riding, and some early morning yoga. We can’t wait for the next one 🙂

How large are you as a business?

At the time this job post was written, we’re 29. By the end of 2024 we expect to be at approximately 35. Happy to talk more about it in person but below are few stats to get you excited:

• 1000’s of veterinarians are using our product every day to help educate their clients about treatment financing options
• We account for a meaningful percentage of the total new pet insurance selected in the US
• We’ve raised >$19M in venture capital to date

How does Pawlicy Advisor make money?

We're a licensed insurance agency so we get paid a commission by the pet insurance company when we help pet parents buy a plan for their pet. These commissions are already priced into the cost of pet health insurance so they’re not paying extra to work with us. 

Requirements

• Experience in customer success in a B2B or B2B2C environment
• Knowledge of the veterinary industry or like industry is a plus
• Exceptional communication and relationship-building skills
• Strong problem-solving and project management abilities
• Analytical mindset with the ability to interpret data and metrics
• Highly organized and can juggle multiple tasks
• Excited to work in a start-up environment
• Love of building process to better service your customers
• Ability to work hybrid remote and in the San Francisco office

Benefits

• Competitive salary (range $75,000 - $88,000)
• Startup equity grants
• Bonus eligible up to 15%
• Flexible (currently unlimited) vacation. We’re focused primarily on your output
• Top-tier Health, Dental, Vision insurance

• 401k employer contributions

• The chance to work at a well-funded, venture backed startup and help build a billion dollar business