Customer Success Manager

Customer Success Manager

Digitail is the AI operating system for modern veterinary clinics.

Digitail continuously improves how practices run — from client communication and scheduling to medical records, billing, and payments — so teams can focus on care, not admin.

Unlike traditional PIMS that expect clinics to bend their workflows around clunky software, Digitail delivers a proven operating system designed and refined alongside veterinary teams.

Digitail brings ten-plus tools into one intelligent platform, with built-in workflows and AI assistants working behind the scenes — giving growing clinics and established groups a shared system that scales with their operations, not against them.

As a Customer Success Manager at Digitail, you will partner with veterinary clinics to help them realize meaningful value from the Digitail platform. You will guide clinics through key stages of their post-live journey, driving adoption, optimizing workflows, reinforcing best practices, and helping teams achieve the outcomes that matter most to their business.

You will serve as a trusted advisor and relationship owner for a portfolio of managed clinics, proactively identifying opportunities to improve engagement, mitigate risk, and strengthen long-term partnerships. Success in this role means helping clinics confidently adopt Digitail, solve operational challenges, and achieve measurable outcomes that improve both team efficiency and patient care.

We are open to applicants in North America (Canada and the USA) as fully remote or hybrid (depending on location).

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Responsibilities

• Build and maintain strong, trust-based relationships with veterinary clinics, serving as the primary relationship owner for assigned Managed accounts.
• Partner with clinics during critical phases of their Digitail journey to drive adoption, optimize workflows, and support long-term success.
• Lead regular customer meetings based on the clinic's stage of maturity, including weekly Adoption meetings, Optimization reviews, and Quarterly Business Reviews (QBRs).
• Guide clinics toward best practices and workflow improvements that help them maximize the value of the Digitail platform.
• Reinforce training and identify opportunities for additional education, coordinating with the Training team when structured learning is required.
• Review clinic usage, engagement, and operational trends to identify opportunities, risks, and areas requiring intervention.
• Partner with customers to define and track Success Outcomes, ensuring Digitail remains aligned to the goals that matter most to each clinic.
• Monitor and maintain customer health, proactively identifying early indicators of risk and coordinating cross-functional action plans when needed.
• Act as the voice of the customer by gathering feedback, identifying trends, and sharing insights that inform product and process improvements.
• Collaborate closely with Support, Product, Training, Onboarding, and Leadership teams to ensure customers receive the right level of support at the right time.
• Provide visibility into customer priorities, challenges, and next steps through accurate and timely documentation in internal systems.
• Support smooth transitions from Onboarding into Customer Success through structured post-live handoffs.
• Facilitate strategic business reviews with clinic stakeholders to review progress, celebrate successes, and identify future opportunities.
• Maintain a high level of understanding of Digitail's products, workflows, and veterinary operational best practices.
• Stay informed about trends in veterinary medicine and practice operations to better advise and support customers.

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Requirements

• Experience in VetMed.
• Proven experience in Customer Success, Account Management, Implementation, Practice Consulting, or other customer-facing roles within SaaS.
• Experience managing a portfolio of customers and building relationships with multiple stakeholders.
• Strong consultative skills with the ability to understand customer goals and translate them into actionable plans.
• Demonstrated ability to drive adoption, influence outcomes, and support customers through change.
• Experience conducting customer meetings, business reviews, or strategic conversations focused on value realization and customer outcomes.
• Excellent communication and relationship-building skills with the ability to establish credibility and trust quickly.
• Strong organizational skills with exceptional attention to detail and follow-through.
• Comfortable working cross-functionally with onboarding, support, training, product, and sales teams.
• Ability to analyze customer situations, identify root causes, and recommend practical solutions.
• High technical aptitude and confidence learning and explaining software workflows.
• Strong problem-solving skills and the ability to remain calm and solutions-oriented when navigating complex situations.
• A proactive mindset with a passion for customer partnership and improving the veterinary industry through technology.

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Salary Range

$70,000–$90,000 in local currency.

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Benefits

PTO + Bank Holidays: Local standard.

Continuous Learning and Personal Growth: We offer a $1,000 USD annual budget to support learning and professional development opportunities.

Health benefits package