Strategic Customer Success and Onboarding Specialist

Kubanda Cryotherapy is seeking a strategic customer success specialist to set clinics up for success in providing subcutaneous cryotherapy for treating tumors in pets. Kubanda is a female-founded, Johns Hopkins spinout that has developed a novel, carbon dioxide-based cryotherapy system for minimally invasive tumor treatment. Since launching to the veterinary market in 2024, the company has sold devices to clinics across North America and is seeking an onboarding specialist to help accelerate our impact and bring high-quality tumor care to pets in every neighborhood.

If you have professional experience in Customer Success or Account Management, possess a strategic mindset, and are excited about coaching veterinarians in their successful adoption of new modalities, we'd love to speak to you.

As a Strategic Customer Success Specialist, you will manage remote onboardings, take point on customer relationship management, and drive revenue growth (such as referrals and re-orders). You will collaborate closely with Sales and Engineering to streamline customer escalations, and you will report directly to the Product Manager.

Location: Remote anywhere in the US

Type: Part-time (see Compensation Details for full-time growth potential).

Start Date: Target: October, 2026

• Thrives in a fast-moving startup environment, where adaptability, resourcefulness, and learning quickly are critical.
• Is comfortable wearing multiple hats, operating with high ownership, and brings a strong “roll up your sleeves” mentality.
• Is highly organized and systematic.
• Can move comfortably between high-level customer conversations and hands-on troubleshooting.
• Is motivated by measurable business outcomes, impact, and accountability.
• Is comfortable building a program, not just directing others to do it.
• We value initiative: someone who spots the pattern, proposes the campaign, and drives execution.
• Must be comfortable with veterinarians as a customer base and can speak technically with them.
• Comfortable growing into a bigger role as the company scales.

• Manage all new and current clinic accounts set the overall customer success strategy.
• Run remote clinic onboardings, conduct training sessions via video call, and provide high-touch follow-ups to educate veterinarians on the intricacies of cryotherapy outcomes.
• Build and maintain customer success workflows in HubSpot: lifecycle stages, entry/exit criteria, and automatic triggers for outreach.
• Build out early account adoption program capabilities.
• Coach clinics on how to talk about customer success with their own clients, so expectations are clear.
• Build success paths tailored to each type of client.
• Drive probe re-orders by identifying growth opportunities based on customer usage, adoption trends, and clinic workflows.
• Launch a structured referral program for existing users.
• Serve as the first point of contact during customer issues, managing the relationship with a solutions-oriented mindset while looping in engineering or leadership when necessary.
• Create an escalation guide for clinical conversations and identify recurring customer issues to improve internal documentation, workflows, and operational processes as the company scales.
• Coordinate with the product manager on product feedback.
• Maintain highly accurate CRM data, account documentation, and internal tracking, creating clear next steps and action plans immediately following customer meetings.
• Send leadership weekly updates on account health, adoption, the reorder pipeline, referral activity, and strategic recommendations.

• Clinical or medical guidance beyond established protocols
• New sales and prospecting
• Product development or engineering work

• Raise consumable probe reorder rates and shorten reorder cycles
• Grow direct customer referrals 
• Collect customer  testimonials 

• 5 years leading customer success or account management in a B2B environment, including at least one role where they built a function from scratch rather than inherited it.
• Background in animal health preferred — or strong customer success leadership in another field plus real veterinary exposure at some point.
• Can talk comfortably with a vet but knows when to defer — defaulting to “we have a protocol for that” or “let's loop in our tumor biologist” instead of guessing on medical questions.
• Fluent in HubSpot: workflows, lifecycle stages, and campaign triggers.
• Works both strategically and hands-on in the same week — proposes the plan, then runs it.
• About 10-15 hours a week to start, with room to grow as the company grows.

• Reliability & Meticulous Attention to Detail: Absolute precision in following safety protocols and managing account documentation. Strong organizational skills to manage multiple onboarding processes and customer requests simultaneously.
• Communication & Conflict Resolution: Exceptional oral and written communication skills to build rapport, navigate complex clinical questions, turn sensitive customer relationships around, and establish trust.
• Autonomy & Self-Starter Mentality: High ownership mindset; comfortable with ambiguity and independent exploration; proposes solutions when faced with a challenge.
• Team Collaboration: A collaborative spirit to seamlessly coordinate across a small team while working remotely.

• Experience working at an early-stage startup or on a small, rapidly evolving team.
• Experience in healthcare, medical devices, or regulated industries (veterinary background is a big plus).
• Ability to travel to Baltimore for a 2-day training at company headquarters (travel expenses covered by Kubanda).

• Part-time paid position starting at $25/hr, requiring availability during normal business hours. Includes an option to grow into a full-time, salaried role based on business growth metrics and individual performance.

• Mission-oriented team driven by a desire to increase access to high-quality cancer care to underserved populations.
• We love our pets! Pet-friendly office
• Highly supportive, dynamic, and fun team environment.
• Flexible schedule — plan your training sessions around your needs (within business hours in US time zones)

To apply, please send your CV and a cover letter to katie@kubandacryo.com.