Client Success Associate

Nest Veterinary

67d

About The Position

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. As a Client Success Associate, you’ll be on the front lines of Nest’s support experience—empowering veterinary practices with the guidance, tools, and care they need to thrive. From answering day-to-day questions to helping clinics master our wellness platform, you’ll play a critical role in ensuring every partner feels confident, supported, and heard. You’ll work closely with our Support Manager, Practice Success team, and Product to resolve issues, document solutions, and proactively improve the customer experience.

Requirements

• 1–3 years in a customer support, customer success, or client-facing role (SaaS or healthcare/veterinary preferred).
• Excellent verbal and written communication skills—clear, friendly, and confident.
• Organized, reliable, and responsive; able to manage multiple cases in tandem.
• Comfortable using support tools like Zendesk, Intercom, Loom, and Notion.
• Empathetic and enthusiastic about helping veterinary professionals succeed.

Responsibilities

• Respond to inbound support requests via email, phone, and chat with empathy, urgency, and clarity.
• Troubleshoot user issues with billing, plan setup, client communications, and platform usage.
• Maintain accurate records of support tickets and resolutions in our system.
• Create and update self-serve support content, including help center articles and training videos.
• Assist with onboarding new practices through email campaigns, welcome calls, or follow-up check-ins.
• Help improve internal documentation and SOPs to make our support more scalable.
• Escalate bugs and common pain points to Product and Hospital Success Managers.
• Identify recurring practice needs and suggest improvements to tools, communication, and training materials.
• Participate in cross-functional team syncs to advocate for the voice of the customer.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1-10 employees