Customer Success Specialist

Job Title: Customer Success Specialist (Veterinary Background Preferred)

Location: Denver, CO (Cherry Creek area)

Work Model: Hybrid - In-office 1-3 days/week

Compensation: $60,000 base + equity + benefits

Reports To: Founder & CEO, Emerson Smith

We’re building “Jarvis for Vets” - Happy Doc is an AI-powered assistant for veterinary clinics, built to automate the tedium of medical record-keeping and administrative tasks. Trusted by thousands of veterinarians in the US, Canada, and Australia, Happy Doc helps veterinarians reclaim hours each day by turning voice recordings and PDFs into structured SOAP notes, insights dashboards, and workflow tasking.

You will run day-to-day onboarding for new clinics: kickoff calls, go-lives, doctor setup, integration setup, document customization, and the weekly check-ins that take a practice from signed to genuinely using Happy Doc every day.

You will work alongside our Customer Success Lead, who owns the overall pipeline, renewals, and our most at-risk accounts. Your job is to make sure every new clinic gets to real, daily, sticky usage as fast as possible.

Important:
We strongly prefer candidates who have worked inside a veterinary clinic. That includes front desk and CSR, veterinary assistant, technician, lead technician, practice manager, or a vet student or intern. Your clinic experience is what lets you build trust with staff, anticipate operational realities, and drive lasting adoption. We do not require prior customer success, SaaS, or technical experience.

• Onboarding and Activation. Own the onboarding of new clinics end to end. Run the kickoff, set the timeline, and do the setup work for the clinic rather than handing them instructions: add their doctors, connect their PIMS, customize their documents, confirm Happy Doc is installed on every computer, and check that their microphones are right.
• Training and Change Management. Deliver live training for veterinarians, technicians, and front-desk staff. Create simple guides, cheat sheets, and short screen recordings. Coach teams through the habit change, not just the software.
• Adoption and Value Realization. Get every new account to 100 happy visits (real patients documented in Happy Doc) as quickly as possible. That is our bar for a genuinely onboarded clinic. Track usage, spot the practices that are stalling, and coach them back on track.
• Custom Documents and Templates. Build and tune SOAP templates and custom document types so each clinic's notes read the way their doctors actually write. Your clinical background is a real advantage here.
• First-Line Triage. Be the first set of eyes on questions from the clinics you onboard. Resolve what you can, hand off cleanly to our Technical Support Engineer for anything deeper, and keep the clinic informed until it is closed out.
• Voice of Customer. Bring what you hear in clinics back to the team so we can improve workflows, templates, and integrations.

• Direct experience working inside a veterinary clinic (front desk or CSR, assistant, technician, lead tech, practice manager, or vet student/intern).
• Strong communicator and facilitator. You can train a room, calm a busy front desk, and coach a skeptical doctor.
• Operationally excellent. Project plans, calendars, reminders, and follow-through are your superpower. Nothing you own goes quiet.
• Comfortable learning new software quickly, and patient with people who are not.
• Able to be in our Cherry Creek office 1-3 days per week.

• Any customer-facing, training, or account-management experience.
• Familiarity with Cornerstone, Avimark, ezyVet, Impromed, Shepherd, or Vetspire.
• Experience running Zoom calls or remote trainings.

• Intro call with Founder
• Mock onboarding call (walk a clinic team through their first day using Happy Doc)
• Interviews with team

Happy Doc is committed to building a collaborative, entrepreneurial, and supportive team environment. If you’re ready to help redefine healthcare for animals and support vets in doing what they do best—caring for patients—this could be your team.