airVet

Role Description We seek a relationship-driven, strategically minded, and data-driven Senior Client Success Manager to join our growing team. This role is designed for someone who thrives in managing complex, high-value accounts and navigating multi-stakeholder relationships. If you enjoy solving interesting problems, working in a fast-paced environment, and want to make a meaningful impact in the lives of pet families across the globe, this is the position for you. WHAT YOU'LL BE DOING: - Flex across various points of our client lifecycle, from implementation to QBRs to renewal. - Drive program growth and success in partnership with the marketing and product teams. Core Responsibilities: - Client implementation: - Set the stage for a strong partnership by leading kick-off meetings and facilitating implementation for our various customers. - Reporting & data analysis: - Monitor program success and identify areas for improvement. - Share insights in easily digestible ways for clients to understand the health of their program. - Be an advocate for customers' voices and identify new areas for refining reporting and data tracking. - Develop and present executive-level business reviews: - Connect performance to broader workforce and benefits strategy goals. - Program growth: - Work closely with the marketing and product teams to drive adoption and utilization across your book of business. - Drive employee-facing webinars, conduct pet photo contests, and develop seasonal content to inspire program engagement. - Relationship Building: - Become a trusted advisor for clients. - Delight and surprise clients with all-star treatment and maintain exceptional client NPS. - Serve as the internal voice of your largest accounts to influence product roadmap priorities. - Proactively manage executive relationships and build multi-threaded connections across clients’ organizations to reduce churn risk and deepen partnerships. - Renew and Grow: - Lead renewal and pricing changes with customers to foster a strong partnership. - Identify expansion opportunities within your book of business, including upsells, multi-year agreements, and partner integrations. - Making a positive difference for pets and pet parents: - Your work will have a tangible and direct impact on the success of Airvet and the lives of pet parents across the globe. Qualifications - 5+ years of experience in a client-facing role such as client success, account management, or strategic consulting - with a track record of managing large, enterprise accounts. - Must have previous experience in the employee benefits space. - Excellent written and verbal communication skills. - Excellent analytical and reporting skills. - Project management skills with a highly organized approach and excellent attention to detail. - Growth mindset with a strong desire to proactively drive adoption and utilization across your book of business. - Energetic, flexible, collaborative, and proactive; a team player who can positively and productively tackle strategic initiatives and immediate business needs. - Must love pets! Benefits - Competitive salary and commission structure. - Stock options. - Medical, Dental, and Vision coverage, including Dependents. - Flexible Spending and Health Savings Accounts. - Telemedicine and Employee Assistance Program (EAP). - Life and AD&D policies. - Unlimited Discretionary Time off, paid holidays, and a flexible time off approach. - Los Angeles-based and Remote Work team. - 401K Retirement Plan through Human Interest (Employee contribution - Not matched currently). - Pet-friendly, of course! Access to Airvet as a benefit. - Monthly stipend for work-from-home. - Annual Educational Reimbursement Program. Company Description Airvet provides 24/7 access to video visits and chats with thousands of licensed veterinarians and pet care providers, delivered as a highly valued employee benefit to companies like Adobe, Manulife, Freshpet, Dayforce, and Coke Northeast. Airvet is the #1-rated pet telemedicine app on the App Store, with over 7,300 reviews and a 4.9/5-star rating. To date, Airvet has helped 250,000+ pet families in the United States and Canada.