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• Customer Success Manager

• Full time
• $70,000 - $90,000
• Hybrid (Ontario, Canada)
• Customer Support

About Digitail

Digitail is on a mission to modernize veterinary care by providing an all-in-one cloud-based Practice Management Software (PIMS) that streamlines operations, improves client communication, and empowers veterinary teams to focus on what matters most—caring for animals. We’re growing fast and looking for a Customer Success Manager to help our customers achieve outstanding results with Digitail.

Role Overview

As a Customer Success Manager at Digitail, you’ll be the trusted partner to our veterinary clinic customers post-onboarding—helping them adopt our platform, achieve their operational goals, and realize the full value of their investment. You’ll work with clinics of various sizes, from small independent practices to multi-location groups, engaging with both frontline staff and C-level decision makers.

You’ll drive retention and growth by ensuring our customers feel supported, understood, and empowered, all while acting as the “voice of the customer” internally.

What You’ll Do

Customer Relationship Management

• Serve as the primary post-onboarding contact for your portfolio of clinics, owning customer satisfaction, retention, and overall health.
• Develop a deep understanding of each customer’s workflows, priorities, and business objectives to provide tailored recommendations.
• Build strong, trust-based relationships with veterinary teams at all levels—from receptionists to medical directors and owners.

Product Adoption & Value Delivery

• Drive engagement, adoption, and best practices to ensure customers are getting maximum value from Digitail.
• Deliver targeted training sessions and share resources to support ongoing skill development.
• Create and maintain Help Center articles, guides, and other self-service resources to empower customers to find answers quickly.

Proactive Account Management

• Monitor account health metrics, identify risk factors, and proactively mitigate churn through strategic interventions.
• Partner with Sales to identify and enable expansion, upsell, and cross-sell opportunities.
• Manage and prioritize inbound customer inquiries via email, chat, and calls—escalating high-impact issues appropriately.

Internal Collaboration & Advocacy

• Act as the voice of your customers internally, influencing product roadmap priorities and process improvements.
• Partner closely with Product, Engineering, Support, and Marketing to resolve customer challenges and communicate updates effectively.
• Provide structured feedback to internal teams on customer needs, product gaps, and market trends.

What You’ll Bring

• Experience: 2+ years in Customer Success, Account Management, or a related client-facing role in SaaS (vet industry experience is a plus but not required).
• Communication: Excellent verbal and written communication skills; comfortable interacting with both technical and non-technical audiences.
• Empathy & Problem-Solving: Ability to balance customer needs with business objectives, finding win-win solutions.
• Organization: Strong prioritization and time management skills—able to manage multiple accounts and projects in a fast-paced environment.
• Technical Aptitude: Comfort with SaaS tools, CRMs (HubSpot preferred), ticketing systems, and analytics platforms.

Nice to Have

• Experience in veterinary medicine, animal health, or healthcare SaaS.
• Familiarity with onboarding workflows, change management, or customer training delivery.
• Proven track record of driving adoption and retention in a subscription-based business.