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

DaySmart Pet (formerly 123Pet Software) is dedicated to transforming the way pet care providers do business. With features like effortless appointment scheduling, integrated credit card processing, and streamlined client communication, DaySmart Pet offers an all-in-one solution for managing mobile grooming services, brick-and-mortar salons, busy daycares, and thriving boarding facilities with ease.

As a Customer Success Manager, you'll play a pivotal role in ensuring our customers achieve their desired outcomes using DaySmart Pet. Your focus will be on proactive engagement, churn mitigation, and identifying opportunities for growth within our customer base.

Key Responsibilities

• Churn Mitigation (50%): Proactively reach out to customers exhibiting signs of decreased engagement or potential churn to re-engage and provide solutions.
• Cancellation Retention (5%): Engage with customers who have initiated cancellation to understand their concerns and attempt to retain their business.
• NPS Engagement (5%): Follow up with customers who provide positive or negative Net Promoter Scores to gather feedback and address concerns or capitalize on advocacy opportunities.
• Winback Initiatives (10%): Reach out to former customers to understand reasons for departure and explore possibilities for re-engagement.
• Customer Support & Expansion (30%): Address individual customer issues, provide solutions, and identify opportunities for upselling or cross-selling, collaborating with the Sales and Support teams as needed.?

Qualifications

• Bachelor’s degree or equivalent experience in Business, Communications, or a related field.
• 2+ years of experience in Customer Success, Account Management, or a related role, preferably within a SaaS environment.
• Strong interpersonal and communication skills.
• Ability to analyze customer data to inform engagement strategies.
• Familiarity with Salesforce, Intercom, Tableau, and/or Metabase a plus

What We’re Looking For

• Has excellent written and oral communication skills
• Is detail-oriented and organized
• Has a natural tendency to find software solutions to real-life business problems
• Enjoys building relationships and working closely with customers
• Is tech-savvy and eager to learn new software quickly
• Has a customer-centric mindset and a proactive approach to problem-solving

Experience & Requirements

• Strong background in customer onboarding, training, success, or support.
• Ability to explain complex software features in a clear, user-friendly way

Nice to Have (But Not Required)

• Experience using DaySmart Pet or comparable software in the pet space

Salary

The salary range for this role is $55,000 to $60,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

How You Will Work

This will be a US Remote based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI
• Scottsdale, AZ
• Wayne, PA
• Austin, TX

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

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