About Nest Veterinary

At Nest Veterinary our mission is to make pet care accessible to every parent. We provide technology solutions that increase compliance and access to wellness care for pets, helping ensure more animals receive the preventive care they need when they need it. 

We are transforming veterinary care by delivering thoughtful, design-forward, and tech-enabled experiences for pets and their parents.

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Role

As a Customer Success Manager, you’ll play a central role in ensuring veterinary practices succeed with Nest. You’ll lead a team of Customer Success Associates, build repeatable processes for partner support, and deliver reporting and insights that drive satisfaction, retention, and wellness plan performance.

This is a strategic, people-centric role perfect for someone who loves building teams, scaling systems, and acting as the voice of the customer across the company.

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Team Leadership

• Manage and mentor Customer Success Associates.
• Set goals, run weekly team syncs and 1:1s, and implement ongoing training and QA.
• Foster a culture of empathy, ownership, and continuous improvement.

Process Design & Optimization

• Build SOPs and workflows for support triage, escalation, and resolution.
• Implement systems to track inbound tickets, customer feedback, and response SLAs.
  
• Own knowledge base content management and expansion (support articles, videos, internal docs).

Insights & Reporting

• Create internal and partner-facing reports on:
  
  • Ticket volumes and trends
  • CSAT and response metrics
  • Common product feedback
    
• Surface emerging themes and improvement areas to Product, Ops, and Leadership.
  
  

Cross-Functional Collaboration

• Collaborate closely with the Hospital Success team to ensure seamless onboarding and lifecycle support.
• Partner with Product and Engineering to troubleshoot bugs and usability issues raised by practices and provide insight into customer experience and opportunities for growth. 
• Support Sales with customer readiness, renewals, and testimonials.

Qualifications

• 4–6 years experience in customer success, customer support, or operations, including team management.
• Skilled in customer communication (email, phone, chat) and managing fast-moving workflows.
• Proficient in Customer Support Tools and Streamlining Workflows. 
• Strong analytical mindset—you know how to interpret data and present it clearly.
• Passion for building a strong, empathetic support culture and improving customer outcomes.

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Why Join Nest?

• Be part of a mission-driven team making pet care more proactive and accessible.
• Work with kind, motivated teammates in a collaborative and transparent environment.
• Help shape the customer experience from the ground up during a high-growth phase.

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How to Apply

Send your resume and a short note about why Nest Veterinary excites you to careers@nestveterinary.com 

Nest is an equal-opportunity employer. You are welcome at Nest for who you are, no matter where you come from or what you look like. Our platform is for everyone, and so is our workplace. Bring us your personal experience, your perspectives, and your background. It's in our differences that we will find the power to keep revolutionizing veterinary health care and help pets live longer, healthier and happier lives.