At Nest, our mission is to help pets live longer, healthier, and happier lives. We do this by offering veterinary organizations a turnkey pet care membership solution that combines powerful subscription management, accurate AI-based actuarial pricing, and intuitive user-focused design. Our membership solutions improve pet health outcomes, strengthen the bond between pet owners and veterinarians, and provide dependable recurring revenue for clinics.

We are looking for a customer success professional with an exceptional track record and experience working with startups.

You’ll work closely with the co-founders in building the Member Success organization’s strategy, processes, technology, and team. This is a full-time, US-based remote role.

Responsibilities

• Develop Member Success strategy and processes
• Support members over email and phone
• Work with engineering to hone Member Success technology and tools
• Collaborate with Member Marketing to generate member growth
• Recruit, train, and lead a team of Member Success Associates
• Serve as a point-of-contact for organizations and advocate for new features on their behalf
• Review Member Success metrics with the co-founders on a bi-weekly basis
• Review each organization’s member growth and retention metrics with the co-founders on a monthly basis
• Identify and implement member growth and retention strategies in collaboration with leadership, engineering, marketing, and member support
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Requirements

• Entrepreneurial, biased for action, self-starter
• High standards of operational excellence
• At least 3 years of relevant experience in customer success
• Team player and collaborative working style
• Excellent written and verbal communication skills
• Strong attention to detail and organization skills
• Experience in the veterinary industry a plus
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Nest is an equal opportunity employer. You are welcome at Nest for who you are, no matter where you come from or what you look like. Our platform is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all thrive, contribute, and be forward-thinking! So bring us your personal experience, your perspectives, and your background. It's in our differences that we will find the power to keep revolutionizing veterinary health care, and help pets live longer, healthier and happier lives.