Customer Success Manager

Job Title: Customer Success Manager Location: Austin, TX Hybrid preferred. Remote, US-based. Salary Range: $70-80k/year base depending on experience + $10k variable = $80-90K OTE

Who We Are At Otto, you'll notice we are on a mission to create a world where both veterinarians and pet parents have peace of mind. We create technology and services to enable veterinary teams to provide high quality care so that vets and pet parents can enjoy the highest quality of life. We are a fast paced start-up and a team of passionate entrepreneurial minded people excited to build an amazing place to work. If this inspires you, please apply! What You'll Do As a Customer Success Manager, you own the full client relationship for your portfolio of veterinary clinics, from onboarding through renewal. You'll lead new clinics through implementation and Go-Live, then carry that relationship forward into ongoing account management, retention, and growth. You'll collaborate with sales, engineering, and product to deliver a world-class experience tailored to each practice.

Responsibilities

• Owns the client relationship and customer journey for a portfolio of veterinary clinics. • Serves as the primary contact for onboarding new clinics: leads initial platform setup and configuration based on Otto's recommended best practices, and delivers onboarding calibrated to account value.

• Serves as the owner of the customer relationship: is the primary contact for our clients for the implementation of new features, ongoing training of the platform, and provides strategic, consultative partnership throughout the customer lifecycle.

• Is an ambassador for the Otto company and conveys confidence in our platform and expected outcomes.

• Closely monitors clinic engagement, usage, and satisfaction before, during, and after each clinic's Go-Live date, and continues that relationship into ongoing account management.

• Understands and tracks customer outcomes by communicating with customers, analyzing health metrics, monitoring NPS, and consolidating feedback through support channels.

• Advocates for the customer and provides input into product, marketing, sales, and support.

• Identifies and cultivates expansion & upsell opportunities and coordinates with the appropriate teams to see them through to success. Drives renewals by increasing the value that our product and their relationship with the client provides.

• Identifies early signals of expansion or renewal risk and flags them to the appropriate teams.

• Troubleshoots technical issues raised by customers and escalates as needed.

Qualifications

• Proven track record working in a customer-facing role in a SaaS or software company
• Project management experience — able to run multiple onboarding timelines and cross-functional workstreams at once
• Implementation, technical onboarding, or technical customer success experience — comfortable configuring software to a customer's requirements and troubleshooting technical issues
• Experience working with Salesforce and Zoom
• Experience with Intercom or a similar live chat platform is a plus
• Adaptable and willing to experiment/learn as we develop new products and processes
• Veterinary experience is a plus

Who You Are You are someone who can wear many hats. You are detail-oriented and organized. You make thoughtful decisions quickly and can balance what is right for the company and the employee. You are compassionate and have high emotional intelligence. You are always learning and looking for ways to improve yourself and the people of Otto. You know how to have fun! Why Work Here? We celebrate diversity and are committed to creating an inclusive environment for all employees. At Otto we believe health and wellness are an important part of life. We strive to provide each of our team members with a selection of high-quality benefits for you and your loved one's, including the furry ones. At Otto, you get:

• Competitive pay and benefits package,
• Open vacation (PTO) policy
• Life insurance, short and long term disability insurance
• Employee Assistance Program
• Pet insurance
• Parental leave and New Pet Parent Leave
• 401(k) account
• Education and training
• Flexibility - Work from home when needed
• Vibrant startup environment
• Company events, happy hours, free drinks, snacks and more!

Remote, US-based. Austin, TX preferred.

Due to state SaaS tax laws, we're not able to hire in AZ, NM, SD, TN, AL, KY, WV, SC, PA, NY, ME, RI, WA, or DC, but we are actively hiring in Texas and all other US states.