Job Description

About the role

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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.

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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.

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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.

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What you'll do

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

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

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- Competitive salary and health benefits.
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- Remote-first culture with flexible working arrangements.
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- Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.
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CoVet is an equal prospect employer and is committed to building a diverse and inclusive team. Accommodations are available for candidates participating in all aspects of the selection process.

📌 Customer Success Representative (ANZ) (Petrie Terrace)
🏢 Covet
📍 Petrie Terrace