About The Role

ABOUT THE ROLE

This is a part-time (15–20 hours/week) Customer Success Manager role at an early-stage healthtech startup building software for veterinary practices. You'll be the primary point of contact for a growing base of customers, helping them get real value from the product while feeding their insights back to the team.

WHAT YOU'LL DO

Onboard new veterinary practices and ensure a smooth, supported start.
Manage relationships with 100+ customers as their trusted day-to-day contact.
Proactively identify at-risk accounts and reach out before issues escalate.
Spot upsell opportunities and lead advisory conversations about higher-tier plans or advanced features.
Gather and synthesise customer feedback, then share actionable insights with product and engineering teams.
Contribute to onboarding guides, FAQs, and help documentation.

WHAT WE'RE LOOKING FOR

Currently enrolled in a veterinary medicine or closely related degree programme, able to commit 15–20 hours per week.
Some experience in customer-facing roles — onboarding, account management, customer support, or similar.
Familiarity with churn signals and proactive retention approaches.
Comfortable conducting upsell or expansion conversations with existing customers.
Able to collect, organise, and communicate customer feedback clearly to technical teams.
Confident using business software, email, and digital organisational tools.
Experience in a veterinary practice setting (internship, apprenticeship, or part-time work) is a strong plus.
Familiarity with SaaS metrics such as churn rate or NRR is a plus.
Self-directed, proactive, and comfortable working independently within a small team.