Customer Success Manager (Pet)

DaySmart; United States; Remote; USD 55,000 - 60,000; Full time

Job summary

A leading company in the pet care software industry seeks a Customer Success Manager to enhance customer engagement and retention. The role focuses on proactive communication, churn mitigation, and identifying growth opportunities within the customer base. Candidates should have a Bachelor's degree and experience in customer success or account management, preferably in SaaS.

Qualifications

• 2+ years in Customer Success, Account Management, or similar, preferably in SaaS.
• Ability to analyze customer data for engagement strategies.
• Experience with customer onboarding, training, success, or support.

Responsibilities

• Proactively contact customers showing signs of decreased engagement.
• Engage with customers who initiate cancellation to attempt retention.
• Address individual issues, provide solutions, and identify upselling opportunities.

Skills

Interpersonal skills

Communication skills

Analytical skills

Problem-solving

Tech-savvy

Education

Bachelor’s degree in Business, Communications, or related field

Tools

Salesforce

Intercom

Tableau

Metabase

Job description

DaySmart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and numerous industry awards, we provide best-in-class solutions to accelerate their business.

DaySmart Pet (formerly 123Pet Software) is dedicated to transforming how pet care providers do business. Features include appointment scheduling, integrated credit card processing, and streamlined client communication, offering an all-in-one solution for managing mobile grooming, salons, daycares, and boarding facilities.

As a Customer Success Manager, your role is pivotal in ensuring customers achieve their desired outcomes using DaySmart Pet. Your focus will be on proactive engagement, churn mitigation, and growth opportunities within our customer base.

Key Responsibilities

1. Churn Mitigation (50%): Proactively contact customers showing signs of decreased engagement or potential churn to re-engage and provide solutions.
2. Cancellation Retention (5%): Engage with customers who initiate cancellation to understand concerns and attempt retention.
3. NPS Engagement (5%): Follow up with customers providing positive or negative Net Promoter Scores to gather feedback and address issues or advocacy opportunities.
4. Winback Initiatives (10%): Reach out to former customers to understand reasons for departure and explore re-engagement possibilities.
5. Customer Support & Expansion (30%): Address individual issues, provide solutions, and identify upselling or cross-selling opportunities, collaborating with Sales and Support teams.

Qualifications

• Bachelor’s degree or equivalent in Business, Communications, or related field.
• 2+ years in Customer Success, Account Management, or similar, preferably in SaaS.
• Strong interpersonal and communication skills.
• Ability to analyze customer data for engagement strategies.
• Familiarity with Salesforce, Intercom, Tableau, or Metabase is a plus.

What We’re Looking For

• Excellent written and oral communication skills.
• Detail-oriented and organized.
• Problem-solving mindset with software solutions.
• Relationship-building skills and customer focus.
• Tech-savvy and quick learner.
• Proactive and customer-centric approach.

Experience & Requirements

• Background in customer onboarding, training, success, or support.
• Ability to explain complex software clearly.

Nice to Have

• Experience with DaySmart Pet or similar pet industry software.

Salary

Range: $55,000 - $60,000/year, based on experience, education, certifications, and internal factors.

Work Environment

This is a US remote position with flexible arrangements including fully remote, in-person, or hybrid options. Physical offices are in Ann Arbor, MI; Scottsdale, AZ; Wayne, PA; and Austin, TX.

DaySmart values diversity and is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

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