Pawlicy Advisor is hiring a
SMB Customer Success Manager, Remote - United States

Summary

The job posting seeks a dynamic SMB Customer Success Manager to join Pawlicy Advisor, a fast-growing pet insurance startup. The role involves developing and maintaining strong relationships with veterinary office clients, ensuring they maximize the benefits of the platform. Key responsibilities include client onboarding, management, advocacy, adoption and engagement, feedback and reporting, and team collaboration.

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

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

Preferred Qualifications

Knowledge of pet insurance industry is a plus

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