Customer Success Manager

Customer Success Manager

About Oliver (getoliver.com):

Oliver is a fast-growing, early-stage profitable SaaS startup revolutionizing the way veterinary clinics operate. We're a passionate, scrappy team dedicated to building innovative software that simplifies workflows and improves patient care. We're looking for a driven and enthusiastic individual to join us as a Customer Success Manager! This is a fantastic opportunity for someone eager to make a real impact, grow with a company from a small team, and contribute to a positive customer experience.

About the Role:

As a Customer Success Manager (CSM), you'll be at the forefront of our customer interactions, ensuring a smooth and positive experience from initial onboarding through ongoing support. You'll be an expert on our product and a go-to source of knowledge at Oliver. You'll play a crucial role in shaping our customer success strategy and building lasting relationships with our valued veterinary clinic partners. This mid-level position is ideal for someone with 2 or more years of experience who’s excited to take on increasing responsibility as Oliver grows. This is a hybrid position based in Lehi, UT, and we're open to remote candidates who are a great fit with our team and the role.

Responsibilities:

• Onboarding: Guide new customers through the initial setup and training of the Oliver platform, ensuring they understand its features and benefits. This includes conducting online training sessions, custom-tailoring software settings, and proactively addressing customer questions.
• Customer Support: Provide timely and helpful support to customers via email, phone, and chat. Troubleshoot technical issues, answer product questions, and escalate complex problems to the appropriate team members.
• Customer Advocacy: Act as a champion for our customers, gathering feedback and identifying areas for improvement in our product and processes. Proactively reach out to customers to ensure satisfaction.
• Documentation & Knowledge Base: Contribute to the development and maintenance of our customer knowledge base, FAQs, and other support resources.
• Collaboration: Work closely with the product, engineering, and sales teams to ensure a seamless customer experience.
• Proactive Problem Solving: Identify and address potential customer issues before they escalate, ensuring a proactive and positive support experience.

Qualifications/Skills:

• Excellent communication skills (written and verbal)
• Hard worker driven to succeed individually and as a team
• Tech-savvy with a passion for learning new software
• Strong organizational skills and attention to detail
• Able to work in a system of processes while finding ways to improve it
• Empathetic and patient with a genuine desire to help others
• Ability to work independently and as part of a team
• Proactive problem-solving skills
• Positive and enthusiastic attitude
• Experience with veterinary clinic operations or software is a plus, but not required.

Benefits & Perks:

• Unlimited PTO: Take the time you need to recharge and perform at your best.
• Bonus Opportunities: Be rewarded for your contributions to Oliver's success.
• Growth Potential: This is a ground-floor opportunity as our first full-time CSM to grow with a fast-scaling startup. Your contributions will have a direct impact on the company's success.
• Profitable & Stable: Oliver is profitable and growing sustainably. This means less risk of sudden layoffs and more stability as we scale.
• Dynamic and Collaborative Environment: Join a passionate team that is dedicated to making a difference in the veterinary industry.

Compensation Expectations

$65K - $80K/yr equity