Customer Success Manager, PetsApp

Spanish + Portuguese + English Speaker

£50-75k

+ Stock options. Salary is benchmarked for UK based candidates. EU Salary: 40K - 65K EUR a year

SQL

Hubspot

Metabase

Amplitude

Mid and Senior level

Remote from Europe, UK

More information about location

Veterinary care app

Job no longer available

Veterinary care app

21-100 employees

B2CB2BMarketplaceInternal toolsProductivityPetsMobile

Job no longer available

£50-75k

+ Stock options. Salary is benchmarked for UK based candidates. EU Salary: 40K - 65K EUR a year

SQL

Hubspot

Metabase

Amplitude

Mid and Senior level

Remote from Europe, UK

More information about location

21-100 employees

B2CB2BMarketplaceInternal toolsProductivityPetsMobile

Company mission

To improve the lives of the world's pets.

Job

Company

Role

Who you are

Must be able to work independently and proactively! ⚡️
Familiar with Metabase, Hubspot and other CS tools. Not a requirement, but a big +
SQL is a big + but not needed
Strong work ethic and eagerness to learn! ‍♂️
Ability to dissect data and identify trends and set a plan of action to tackle and then report back to leadership
You have a high tolerance for ambiguity and understand the risk-reward of start-up life 🧗‍♂️
You are a team player with leadership potential
Entrepreneurially-minded, you will thrive on the extent of the opportunity and be well placed for rapid progression
Spanish + Portuguese + English language fluency

What the job involves

You will work closely with the broader CS, Product and Sales team. You will report directly to our global head of business development.
Manage key accounts and clinics in Spain and Portugal, and help to onboard new clinics to PetsApp.
Develop documentation for scale + automation given our massive growth and need for quick onboarding and ramp in the CS position
Develop and own initiatives with product + sales and CS for self-serve onboarding
Own Metabase and drive data-driven decisions for leadership + CS to execute + question current channels and outreach methodology
CS Enablement - Lead on analyzing current CS activities
Report to the team on a weekly basis with key accounts and initiatives + progress
Own the end-to-end success of PetsApp's customers, responsible for revenue retention, growth, and customer happiness metrics
Devise a metrics-driven approach/playbook for activation and ensure “Health Score” is accurate and contains all key metrics
Responsible for account usage growth within critical segments (chat growth, pets created) and account sizes (enterprise, SMB)
Proactively plan for and lead customer renewal conversations
Ensure regular check-ins with key accounts and set a cadence for all customer segments
Cultivate customer evangelists within your book of business
Develop life cycle activation strategies in coordination with Marketing and Product teams
Conduct discovery to generate Customer Success qualified opportunities that can be shared with PetsApp’s Sales team and unlock growth
Supporting the marketing and sales teams with testimonials and case studies as required

Our take

PetsApp's platform, available on iOS, Android, and the web, allows pet owners to stay connected with their veterinary clinics. Its user-friendly interface offers a suite of features, including seamless payment processing, convenient video calls, role-based text chat, and hassle-free appointment scheduling.

Allowing pet owners to tap into the expertise of the entire veterinary team, making it easy to seek advice, discuss day-to-day concerns, or even coordinate treatments and surgical procedures. Allowing veterinary care to be accessible from anywhere, providing a convenient solution for clinics to enhance their online presence and streamline patient boarding.

As the leading veterinary app in the industry, PetsApp is dedicated to strengthening the bond between clinics and pet owners, enabling more effective advocacy for the well-being of beloved pets.

Steph

Company Specialist at Welcome to the Jungle

Company

Funding (2 rounds)

Dec 2021

$4.6m

SEED

Jan 2020

$0.7m

SEED

Total funding: $5.3m

Company HQ

Farringdon, London, UK

Leadership

Thom Jenkins

(Co-Founder & CEO)

Having studied at Cambridge, they worked as COO at Doctors Beck & Stone and Village Vet before co-founding PetsApp in August 2018. They have served as CEO since then, alongside working as a Board Advisor at VetzPetz and YLD.

Will Monk

(Co-Founder & CTO)

Having been a Software Engineer at Sky Betting and YLD, they later joined PassFort for 2 years and went on to become the Tech Lead. They have since Co-Founded PetsApp and have continued to serve as the CTO.

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