Client Support Manager

Nest Veterinary

3d

About The Position

Client Support Manager
We're Growing Fast — And We’re building our team to scale
Nest Veterinary is on track to 5X this year. We're the category leader in care plan infrastructure for veterinary practices, and we're building the team that will take us to the next level. If you thrive in fast-moving environments, love building things from scratch, and want your work to matter — this is your role.
About Nest Veterinary
Our mission is simple: make pet care accessible to every pet parent. We provide fully-managed, tech-enabled care plan solutions that help veterinary practices increase compliance, drive revenue, and deliver better preventive care — without the administrative burden.
We're transforming an industry, and we're doing it with design-forward products and a team that genuinely cares about the outcome.
The Role
As Client Support Manager, you'll be a foundational hire at a critical growth stage. You'll build the systems, lead the team, and establish the standards that will define how Nest supports its partner practices at scale. This isn't a "maintain the status quo" role — it's a "design what exceptional looks like" role.
You'll own everything from SOPs to reporting to team culture, and you'll have a direct line to leadership. What you build here will matter.

Requirements

• 5-10 years in SaaS customer support with team management experience
• Prior startup experience required — you know what it means to build in a fast-moving, resource-constrained environment and you wouldn't have it any other way
• A builder's mindset — you're energized by creating structure where there isn't any yet
• Strong communicator across email, phone, and chat in fast-moving, high-stakes environments
• Proficient in support tooling and workflow automation
• Analytically sharp — you know how to find the signal in the noise and present it clearly
• High ownership, low ego — you do what it takes and bring others along with you

Responsibilities

• Process Design & Optimization Build the infrastructure that scales. You'll design SOPs and workflows for support triage, escalation, and resolution; implement systems to track tickets, SLAs, and customer feedback; and own our knowledge base from the ground up — articles, videos, internal documentation.
• Insights & Reporting Turn data into decisions. You'll create internal and partner-facing reports on ticket volume and trends, CSAT and response metrics, and product feedback themes — then surface those insights directly to Product, Hospital Success, and Leadership to drive continuous improvement.
• Cross-Functional Collaboration You'll sit at the intersection of everything. Work closely with Hospital Success on onboarding and lifecycle support, partner with Product and Engineering on bugs and usability issues, and support Sales with customer readiness, renewals, and testimonials.
• Team Leadership Build a team worth staying on. Manage and mentor Client Success Associates, set clear goals, run weekly syncs and 1:1s, and create a culture of empathy, ownership, and high performance. You raise the bar — and you make it feel good to be held to it.

Benefits

• 5X growth trajectory — your impact will be visible and immediate
• Category leadership — we're not chasing the market, we're defining it
• Ground-floor opportunity — shape customer experience infrastructure during the most exciting phase of our company
• Mission that matters — more pets getting the preventive care they need because of the work you do every day
• Teammates who show up — kind, motivated, and genuinely collaborative

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed