Customer Success Manager; Pet Job Waukesha Wisconsin USA,Customer Service/HelpDesk

Position: Customer Success Manager (Pet)

Day Smart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and numerous industry awards, we provide best-in-class solutions to accelerate their business.

Day Smart Pet (formerly 123

Pet Software) is dedicated to transforming how pet care providers do business. Features include appointment scheduling, integrated credit card processing, and streamlined client communication, offering an all-in-one solution for managing mobile grooming, salons, daycares, and boarding facilities.

As a Customer Success Manager, your role is pivotal in ensuring customers achieve their desired outcomes using Day Smart Pet. Your focus will be on proactive engagement, churn mitigation, and growth opportunities within our customer base.

Key Responsibilities

Churn Mitigation (50%):
Proactively contact customers showing signs of decreased engagement or potential churn to re-engage and provide solutions.

Cancellation Retention (5%):
Engage with customers who initiate cancellation to understand concerns and attempt retention.

NPS Engagement (5%):
Follow up with customers providing positive or negative Net Promoter Scores to gather feedback and address issues or advocacy opportunities.

Winback Initiatives (10%):
Reach out to former customers to understand reasons for departure and explore re-engagement possibilities.

Customer Support & Expansion (30%):
Address individual issues, provide solutions, and identify upselling or cross-selling opportunities, collaborating with Sales and Support teams.

Qualifications

Bachelor’s degree or equivalent in Business, Communications, or related field.
2+ years in Customer Success, Account Management, or similar, preferably in SaaS.
Strong interpersonal and communication skills.
Ability to analyze customer data for engagement strategies.
Familiarity with Salesforce, Intercom, Tableau, or Metabase is a plus.

What We’re Looking For

Excellent written and oral communication skills.
Detail-oriented and organized.
Problem-solving mindset with software solutions.
Relationship-building skills and customer focus.
Tech-savvy and quick learner.
Proactive and customer-centric approach.

Experience & Requirements

Background in customer onboarding, training, success, or support.
Ability to explain complex software clearly.

Nice to Have

Experience with Day Smart Pet or similar pet industry software.

Salary

Range: $55,000 - $60,000/year, based on experience, education, certifications, and internal factors.

Work Environment

This is a US remote position with flexible arrangements including fully remote, in-person, or hybrid options. Physical offices are in Ann Arbor, MI;
Scottsdale, AZ;
Wayne, PA; and Austin, TX.

Day Smart values diversity and is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

Learn more about our privacy commitment in the Day Smart Privacy Policy.

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