Customer Success Specialist

We are looking for an Customer Success Specialist to help maintain our strong relationship with customers.

This is a remote position with a strong preference in Miami as we form our Miami in-person team. East Coast is also preferred.

For all questions please email us at hiring@ This is the only mailbox we are monitoring for job postings.

Our values

• Get s* done: We are a fast pace team, shipping features daily and onboarding clinics and hospitals of all types and sizes daily.
• Transparency: We believe in brutal honesty amongst our team and customers.
• Grit: Competing in an evolving market means going above and beyond for our customers and fighting on behalf of them every day.
• Customers, customers, customers: Did we already mention customers? They are the lifeblood of our business, without them we don’t exist.
• Over-communication > under-communication: As a small, fast paced team, communication is vital. We look for team members that will keep things moving and constantly update the team as needed.

What will you be doing:

• Answer support messages coming from different channels, ensuring excellent customer satisfaction.
• Lead the onboarding process for new customers, ensuring a smooth and successful implementation of VetRec at an individual level and at a clinic level.
• Conduct training sessions and provide resources to educate customers on best practices.
• Build and maintain strong, long-lasting relationships with key stakeholders within customer organizations.
• Act as the primary point of contact for customers, addressing any issues, concerns, or feedback they may have.
• Work closely with the Engineering team to stay updated on new features and enhancements.
• Serve as a customer advocate, communicating their needs and feedback to the product development and marketing teams.
• Monitor customer usage and engagement metrics, identifying areas where customers may need additional support or training.

Who do we want

Someone who shares the values that we share. Someone who constantly raises the bar, is proactive, has grit and determination, and can get s* done. We are a fast-growing startup and as such, we work very hard (also celebrate every win!). Our team puts 10 hours a day on average into building this company. While there is not a specific time commitment as project-based outcomes > time-based ones, there is a sense of urgency to iterate and deliver constantly.

Specifically for this role:

• Is an excellent communicator and approachable person
• 4+ years experience in Support related roles
• Experience operating and excelling in a fast paced Support environment
• Proactiveness in resolving most support requests before triaging accordingly to Engineering if needed.
• Experience in working at a startup or small company is a plus
• Experience in the Veterinary Medicine industry is a plus. Our Founding Customer Success used to be a Veterinary Technician!
• Prompt Engineering skills is a plus
• Bilingual is a plus
• East-Coast based is a plus.
• Familiarity with Intercom is a plus.

VetRec is an equal-opportunity employer and does not discriminate on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, veteran status, military obligations, or marital status.