Director of Customer Success
Company: NectarVet
Salary: $1 - $180,000
Posted on: April 25, 2024
Job Description
**Director of Customer Success**
SF Bay Area preferred/ Hybrid or Remote
**About Nectar**
Nectar is on a mission to provide quality health care for pets through
modernized veterinary technology. Our team was founded by Harvard, Stanford,
McKinsey, Meta, and Square alumni, and we were named to BCV’s 2023 Top 50
Emerging SaaS list. Today's veterinary clinic tools are outdated and
challenging to use. Our vision is an intuitive cloud platform with a
streamlined medical record system and predictive analytics to equip vets and
pet owners with insightful data. Having launched our MVP and closed our second
funding round in Q1 of 2023, we have been rapidly gaining market traction.
Earlier this year, we partnered with a veterinary group with 300+ clinics, and
we are looking to rapidly scale our operations!
**Director of Customer Success role**
We are hiring our first Director of Customer Success to establish our customer
success org, and architect a truly delightful and seamless end-to-end customer
journey. Your jurisdiction will include - client onboarding, product education
& training, handling customer service requests, and acting as a key strategic
liaison with the sales & marketing team, product team to set roadmap,
engineering team on new product releases & customer feature requests, and
building channel partnership relationships.
As our first fully-dedicated customer success hire, you will (1) ramp up to
take over all customer success activities first hand, (2) streamline and build
out our processes & materials to be ready to scale, and then (3) hire, train,
and lead a larger customer success team.
**Job type** : Full-time
**Location:** Preference given for SF Bay Area, but open to a more
remote/occasional hybrid dynamic for the right candidate.
**Where you 'll make an impact:**
Customer Onboarding/Trainings
* Create a best-in-class customer experience that is focused on the needs of customers and exhibits Nectar’s value from start to finish
* Keep a “high-level view” of the entire support process - establish customer service policies
* Advocate for customers and enhance customer training
* Coordinate, and create a white-glove hand off process from POS to Customer Success pipeline
Customer Support w/ Issues and Product Feature Requests
* Deliver on Nectar’s cultural promise via quick, professional, and warm communication to customer responses and issues
* Build customer loyalty and preemptively mitigate customer churn
* Resolve customer issues effectively with true expertise
Feature Release Support
* Identify product gaps and customer needs to create an actionable feedback loop with Nectar’s product team
* Foster a customer-centric team environment
* Proactively communicate feature releases and accompanying materials to customers
**You will be successful if you have:**
**Qualifications:**
* **Experience:**
* 5+ years successful track record in strategic account management and customer service experience, OR 5+ years as a high-performing practice manager at a veterinary clinic
* Prior experience helping build out customer success teams and deep familiarity with end-to-end customer journey, from beginning of sales process to driving long-term customer loyalty.
* Veterinary or healthcare industry experience is preferred but not required
* **Strong Aptitude:**
* Quick and intuitive learner for complex technical software products, experience working in a team environment with business, technical, and product teams
* Self-starter. Proactively address customer concerns, maintain awareness of upcoming product deployments that could affect how the customer interacts with our product and preemptively communicate. Resourceful, curious, and a good listener.
* **Strong communication:** Problem-solving approach to conflict resolution, delivering communication with empathy and kindness first. Ability to modulate communication effectively to various audiences and channels, while having tremendous attention to detail.
* **Values-driven:** Unshakeable commitment to operating ethically using integrity and aligning to company values. Be resilient and handle disgruntled customers well and productively.
* **Team player:** Able to lay aside ego and work well as a team, adaptable to quickly changing scenarios. Fast learning with two-way feedback.
**Why Nectar?**
* Join our mission to provide all animals with the quality healthcare they need!
* VC-backed, high-growth startup with many powerful supporters
* Rockstar team from ex-Meta, McKinsey, LinkedIn, Square, Harvard, Stanford
* Salary: $180-220K
* Significant equity in high growth startup
* Comprehensive medical, dental, vision, pet insurance, fitness membership, and software subscription (e.g., ChatGPT) benefits
* Stipend for work from home equipment
* Unlimited PTO (and actually being encouraged to take time-off!)
* Driven and people-focused company culture where we are invested in your holistic personal growth and value having fun, respecting each other, and dreaming big
NectarVet focuses on SaaS and Veterinary. Their company has offices in
Oakland. They have a small team that's between 11-50 employees. To date,
NectarVet has raised $1M of funding; their latest round was closed on November
2021 at a valuation of $4M.
You can view their website at <https://www.nectarvet.com/> or find them on
[LinkedIn](https://www.linkedin.com/company/nectarvet).