Title: Sr. Client Success Manager - West CoastLocation: Remote - USA - West Coast (Prefer CA) About the Role: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:As a Senior Client Success Manager, you'll flex across various points of our client lifecycle, from implementation to QBRs to renewal. You'll also be responsible for driving 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 these insights in easily digestible ways for our clients to understand the health of their program. Be an advocate for our customers' voices and identify new areas where we can refine and improve reporting and data tracking. Develop and present executive-level business reviews that 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. This may include driving employee-facing webinars, conducting pet photo contests, and working in partnership with the marketing team to develop seasonal content to inspire program engagement.
- Relationship Building - Become a trusted advisor for our clients. Find ways to delight and surprise them with all-star treatment and maintain our 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 your clients' organizations to reduce churn risk and deepen partnerships.
- Renew and Grow - Lead renewal and pricing changes with our customers in ways that continue 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 - We're a small but mighty team with a big mission. Your work will have a tangible and direct impact on the success of Airvet and the lives of pet parents across the globe.
WHAT WOULD MAKE YOU A STRONG FIT FOR THE ROLE? - 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!
COMPENSATION/PERKS - 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
