Customer Success Manager

Oliver automates workflows for veterinary clinics that nobody else has been able to get right.

We saw the missing pieces in this industry from the outside and chose to bring our skills to the veterinary industry to solve them. The veterinary industry has some truly unique opportunities for great software to make a difference. Many people have been burned by human healthcare software companies that expanded their horizons into vet, promising the moon, only to realize that it’s a lot different than human healthcare at the core.

They cannot offer the same feature complexity in pet healthcare, and that’s one reason why Oliver wins over the hearts of those we serve.

Our customers love Oliver. We solve real problems, and their feelings about us back that statement up. “Bless you and your progeny.” “I’m so happy I could cry.” “We love [Oliver]. Actually, it’s probably the best thing that has ever happened to us.” “I will never be able to say how amazing this group is and how much of a life saver they have been.”

“If everything new could be handled the way Oliver is, that would be great.” “Have I mentioned lately that you’re the coolest? Because legit, you are, in fact, the coolest.” “You guys are the best and [competitor] is MySpace.”

We’re a seed-stage startup around three years in. We’re nailing it, adding customers quickly, and excited to bring more people onto the team to build with us and help our customers.

We’re hiring a Customer Success Manager (CSM) right now to help our customers get the most out of Oliver. Our relationships with our customers puts Oliver above the rest.

As a 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 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 three 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.

• 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 raise complex problems to the appropriate team members.
• Product Expert:
  Be the product expert rn the ins and outs of the features, the settings, how it works and the problems it solves.
• 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.
• Collaboration:
  
  Work closely with the product, engineering, and sales teams to ensure a seamless customer experience.
• Proactive Problem Solving:
  Through consistent check-ins, identify and address potential customer issues before they escalat el, ensuring customers get the most value out of Oliver.

• Real, proven organizational skills and attention to detail
• Excellent communication skills (written and verbal)
• Tech-savvy with a passion for learning new software
• You have the ability to be THE product expert
• 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