Customer Success Specialist

SignalPET is transforming veterinary medicine through artificial intelligence. Our cloud-based AI solutions help veterinary professionals diagnose patients more accurately and efficiently, improving outcomes for pets while supporting veterinary teams around the world.

As we continue to grow, we are looking for an enthusiastic and customer-focused Customer Success Specialist who is passionate about delivering exceptional customer experiences and helping our customers realize the full value of our products.

Position Summary

The Customer Success Specialist serves as the primary point of contact for a portfolio of veterinary customers, ensuring they receive an exceptional customer experience throughout their journey with SignalPET. This role is responsible for onboarding new customers, driving product adoption, maintaining strong customer relationships, supporting renewals, and identifying opportunities for account growth.

The ideal candidate is proactive, relationship-driven, highly organized, and enjoys working in a fast-paced SaaS environment where customer satisfaction is the highest priority.

Key Responsibilities

Customer Success & Relationship Management

• Manage a portfolio of customer accounts and build long-term trusted relationships.
• Conduct regular customer check-ins and business reviews.
• Understand each customer's workflow and business objectives.
• Act as the customer's advocate within SignalPET.
• Deliver an outstanding customer experience at every interaction.

Customer Onboarding & Product Adoption

• Guide customers through a successful onboarding process.
• Provide product demonstrations and user training.
• Ensure customers successfully adopt new features and workflows.
• Monitor customer engagement and proactively encourage increased product utilization.
• Share best practices to maximize customer success.

Customer Retention

• Monitor customer health and identify accounts that may be at risk.
• Proactively address customer concerns before they impact satisfaction.
• Work closely with internal teams to resolve customer issues quickly.
• Support contract renewals by maintaining strong customer relationships.

Growth Opportunities

• Identify opportunities for upselling and cross-selling additional SignalPET products and services.
• Assist customers with product upgrades and migration initiatives.
• Partner with the Sales team to transition qualified expansion opportunities.

Collaboration & Administration

• Maintain accurate customer records within the CRM.
• Document customer interactions and follow-up activities.
• Provide customer feedback to Product, Marketing, and Leadership teams.
• Collaborate with Sales, Technical Support, Veterinary Services, and Product teams to ensure customer success.

Location: In our Dallas office - (not negotiable)

Qualifications

Required

• 2+ years of experience in Customer Success, Account Management, Customer Support, or a customer-facing SaaS role.
• Excellent written and verbal communication skills.
• Strong interpersonal and relationship-building abilities.
• Highly organized with excellent time management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience using CRM platforms such as HubSpot or Salesforce.
• Strong problem-solving and critical-thinking skills.
• Self-motivated with a proactive approach to customer engagement.

Preferred

• Experience within SaaS or subscription-based software.
• Veterinary, healthcare, or MedTech industry experience.
• Experience supporting software implementation or customer onboarding.
• Familiarity with customer success metrics and account health monitoring.

What Success Looks Like

Successful Customer Success Specialists at SignalPET consistently:

• Deliver an exceptional customer experience.
• Build trusted, long-term customer relationships.
• Increase customer engagement and product adoption.
• Contribute to customer retention and renewal success.
• Identify opportunities for account growth.
• Maintain accurate CRM documentation.
• Collaborate effectively across departments.
• Continuously seek ways to improve the customer journey.

Why Join SignalPET?

• Join one of the fastest-growing companies in veterinary artificial intelligence.
• Work with an innovative team passionate about improving animal healthcare.
• Make a meaningful impact on veterinary practices worldwide.
• Competitive compensation and benefits.
• Career growth opportunities within a rapidly expanding global organization.
• Collaborative, supportive, and mission-driven culture.