Customer Success Representative (ANZ)

About the role

The Customer Success Representative is responsible for ensuring our clients are successfully onboarded, adopt our solutions effectively, and derive maximum value from our products. This role requires a proactive, solutions-focused approach to addressing customer needs and challenges, and involves regular communication, troubleshooting, and collaboration with both internal teams and customers.

You will be a trusted adviser and advocate for our customers, working closely with them to understand their business goals and align our solutions to drive their success.

Please note: The scheduled shift for this position could be 9:00 a.m. to 5:00 p.m. or 11:00 a.m. to 7:00 p.m., based on business and coverage needs.

What you'll do

• Support the customer onboarding process, ensuring a smooth transition from sales to implementation.
• Conduct product training sessions and demonstrations to ensure customers are fully equipped to use our solutions effectively.
• Proactively monitor customer health and satisfaction through regular check-ins.
• Identify at-risk customers and work with them to address concerns, mitigate risks, and drive engagement.
• Guide customers in adopting new features and capabilities of our product.
• Provide recommendations to optimise usage, improve processes, and achieve better outcomes.
• Work closely with Sales, Engineering, Marketing, and Product teams to address customer needs and feedback.
• Identify opportunities to expand the scope of customer engagements, including cross-sell and upsell opportunities.
• Ensure customers are aware of additional features or services that may benefit their business.
• Act as the voice of the customer within the organisation, ensuring their needs and concerns are heard and addressed.
• Develop customer case studies, testimonials, and references to showcase the success of our solutions.

Qualifications

• 3+ years’ experience in Customer Success, Account Management, or a similar client-facing role.
• Experience working in the veterinary or pet industry is preferred.
• Excellent communication and interpersonal skills, with the ability to build strong, lasting customer relationships.
• Strong problem-solving skills, with the ability to troubleshoot and resolve customer issues.
• Experience with CRM software (e.g. Salesforce, HubSpot) and customer success tools.
• Ability to manage multiple customers and projects simultaneously while maintaining attention to detail.
• Strong presentation and training skills.
• Proactive and self-motivated, with a customer-first mindset.
• Strong organisational and time-management skills.
• Adaptable and comfortable working in a fast-paced, dynamic environment.
• Empathetic, with a genuine interest in helping customers succeed.

Why Join Us?

• Competitive salary and health benefits.
• Remote-first culture with flexible working arrangements.
• Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.

CoVet is an equal opportunity employer and is committed to building a diverse and inclusive team. Accommodations are available for candidates participating in all aspects of the selection process.