Marketing Client Success Coach

Client Success Coach

About Us

We are a premier platform to improve pet health – connecting pet parents with quality veterinarians and proven pet care advice from DVMs. Our mission is to create better pet health by providing a platform that educates and unites pet owners and veterinarians. Our team works to engage veterinarians and empower them to be better business owners by providing them with digital marketing strategies and resources. We do this through industry events, ownership symposiums, speaking engagements, marketing consultations, and professional services such as websites, social media management, reputation management, strategic coaching, content creation, and many other direct solutions for our clients.

We're the highest-performing digital marketing company in the veterinary industry. We achieve these results because we have invested the time, talent, and resources to develop programs based on the real needs and behavior of today's consumers. Veterinary clients have changed. Engaging them requires a whole new approach to veterinary communications. GeniusVets makes it happen.

About the Role

Our Success Coaches serve as our client's primary point of contact for their marketing services and are accountable for their success with our program. As a Client Success Coach, the most important aspect of your role will be building strong partnerships with your clients and truly understanding their needs. Our coaches work hand-in-hand with their clients to identify their business goals and using our effective marketing strategies and products to reach those goals and see the value of our platform and services. 

We are looking for someone with an exceptional passion for building rapport combined with a strong proficiency in strategic account management and marketing strategies. 

Job Setting: This is a full-time, remote position that reports to a Client Success Manager.

This role routinely uses standard office equipment such as computers and phones. Candidates must have internet access with enough speed to perform essential duties. 

Essential Job Duties 

• Ensure all client requests are handled within the standards of our current SLA policy, coordinating with our internal team as necessary for resolution. 
• Monitor and troubleshoot client's social and reviews dashboards to ensure they are working properly. 
• Meet with each of your assigned clients at least once per month while making every reasonable effort to be accessible to each client via phone, email, or web conference as needed. This includes ensuring they are on track to take full advantage of our programs.
• Follow guidelines for ensuring that GeniusVets marketing clients receive full access, implementation, training, and support necessary for GeniusVets to fulfill the obligations specified within the client services agreement. 
• Monitor client websites on a weekly basis to identify potential issues and escalate to the GeniusVets HelpDesk and/or the client as appropriate
• Provide a monthly report on their marketing performance and advertising metrics, providing education and strategic suggestions for continued improvement.
• Identify potential areas for growth with other GeniusVets products that clients may not currently be utilizing. 
• Provide client metrics that point out areas of successful performance in a way that generates excitement and appreciation. 
• (For applicable clients) Work with clients to understand their needs for managed social content and reviews by:  

- Using our library of pre-made content and custom post templates, deliver a completed social content calendar each month.

- Monitor, escalate, and engage with clients' reviews and social media accounts within the standards of our current SLA policy. 

• Proactively demonstrating how the product or service is meeting customer objectives and achieving desired outcomes. 

Work Environment

Our Client Success Coaches manage approximately 30 client accounts, which include meeting with each client at least once a month. 

• 70-80% of your time will be spent with clients
• 20-30% of your time will be spent on other duties that include (but are not limited to) monitoring and replying to emails, updating internal systems, and continued education/training
• Optional travel to industry events, up to 5-10% of your time 

Physical Requirements

Prolonged periods of time sitting at a desk or computer

Required Experience and Competencies

• An understanding of current digital marketing trends and experience related to website, SEO, social media, etc. (minimum of 1-2 years) 
• Enjoys a client-facing role, comfortable with extensive client meeting involvement and strategic accounting management 
• Effective in meeting facilitation and client management, skilled in communication and detailed feedback handling
• Able to adapt quickly when things shift—comfortable pivoting priorities and staying focused in a fast-changing environment.
• A strong work-ethic with the ability to put in sustained effort to achieve long-term goals, even when faced with setbacks
• An analytical mindset with an ability to seek to understand, to make recommendations and decisions, and to problem-solve
• Advanced written and verbal communication skills, detail-oriented in documentation
• Experience communicating effectively with technical staff, non-technical staff, teammates, and all levels of leadership
• A working understanding of social media channels, including but not limited to Facebook, Instagram, YouTube, TikTok, and LinkedIn
• Experience using Google Drive

Not Required But Helpful in the Role

• Experience in the veterinary industry
• Basic understanding of SEO (search engine optimization)
• Other types of marketing experience is a plus (i.e. print marketing) 
• Basic website editing/Drupal
• Remote work experience

Tech Stack

• Drupal (client website platform) 
• Asana (project management system)
• Slack (internal communication)
• Zoom (internal and external meetings)
• Google Drive (documentation, calendar, email)
• FreshDesk (knowledge base and support ticketing system) 
• Proprietary social media management, reviews management, directory optimization, and analytics platforms

Pay & Benefits 

This salaried position starts at $55,000-65,000/yr with opportunities for incentives and profit-sharing bonuses. 

• Excellent Medical, Dental, and Vision Insurance w/ generous employer contribution
• Voluntary STD, LTD, and Supplemental Life Insurance
• 401K
• Paid holidays, sick/wellness leave, and 10 days of vacation during the first year more time accrued with tenure
• Technology allowance to cover a computer and other tools necessary to do your best work
• We are a remote workforce, which means you can work from anywhere and set your own hours (with overlap to facilitate coordination with the team, prospects, and clients)
• You will be joining a FUN, high EQ, people-first culture, where you will work alongside some of the best people in the industry and have ample opportunity for mentorship and skills development
• Impactful work that helps small business owners, pet owners, and pets

If all of this speaks to who you are, who you want to be, and what you want to spend your days doing, then we want to hear from you!

GeniusVets is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.