Experienced Customer Success Representative – Onboarding, Training & Client Advocacy for Innovative Veterinary Tech Solutions at brighthush

About brighthush

brighthush is a trailblazing AI‑powered copilot designed to empower veterinary professionals worldwide. By automating routine tasks, our platform frees clinicians to focus on what matters most—delivering compassionate, high‑quality care to animals. With a lean, agile team and a mission‑driven culture, brighthush is rapidly redefining the veterinary industry through cutting‑edge technology, data‑driven insights, and a relentless commitment to customer success.

Why This Role Matters

As a Customer Success Representative, you will be the bridge between our innovative solutions and the veterinarians who rely on them. Your proactive, solution‑oriented approach will ensure that every client not only adopts our platform smoothly but also extracts maximum value, leading to higher satisfaction, retention, and advocacy. In a fast‑growing, remote‑first company, your impact will shape the future of veterinary care and help countless professionals deliver better outcomes for their patients.

Key Responsibilities

• Onboarding Excellence: Guide new clients through a seamless transition from sales to implementation, ensuring they are set up for success from day one.
• Product Training & Demonstrations: Deliver engaging, hands‑on training sessions—both live and recorded—to equip users with the skills they need to maximize platform value.
• Customer Health Monitoring: Proactively track usage metrics, satisfaction scores, and engagement trends to identify opportunities and potential risks.
• Risk Mitigation & Issue Resolution: Identify at‑risk customers, collaborate with cross‑functional teams to address concerns, and drive resolution of technical or functional challenges.
• Feature Adoption & Upsell: Champion new product features, guide clients through advanced capabilities, and uncover cross‑sell or upsell opportunities that align with their goals.
• Voice of the Customer: Act as the internal advocate for client needs, feeding insights back to product, engineering, and marketing to inform roadmap decisions.
• Case Study Development: Craft compelling success stories, testimonials, and reference programs that showcase the tangible benefits of our platform.
• Collaboration Across Teams: Partner closely with Sales, Engineering, Marketing, and Product to ensure a unified, customer‑centric approach.
• Continuous Improvement: Identify process gaps, propose enhancements, and contribute to the evolution of our customer success framework.

Essential Qualifications

• 3+ years of experience in Customer Success, Account Management, or a similar client‑facing role.
• Strong communication and interpersonal skills, with a proven ability to build lasting relationships.
• Excellent problem‑solving aptitude and a track record of troubleshooting complex customer issues.
• Proficiency with CRM platforms (Salesforce, HubSpot) and customer success tools.
• Demonstrated ability to manage multiple accounts and projects simultaneously while maintaining meticulous attention to detail.
• Strong presentation and training skills, comfortable delivering content to diverse audiences.
• Self‑motivated, proactive, and driven by a customer‑first mindset.
• Organized, time‑management oriented, and adaptable to a fast‑paced, dynamic environment.
• Empathy and genuine interest in helping clients succeed.

Preferred Qualifications

• Experience working within the veterinary or pet care industry.
• Background in SaaS product adoption and usage analytics.
• Knowledge of veterinary workflows and common pain points.
• Experience with data‑driven customer success metrics and dashboards.

Skills & Competencies

• Customer‑centric mindset with a passion for advocacy.
• Strong analytical skills to interpret usage data and translate insights into action.
• Excellent written and verbal communication, with the ability to tailor messaging to technical and non‑technical audiences.
• Collaboration and teamwork across cross‑functional departments.
• Adaptability to evolving product features and industry trends.
• Resilience and composure under pressure, especially when addressing high‑priority issues.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth is as important as the success of our clients. You will have access to:

• Mentorship from senior leaders and subject‑matter experts.
• Regular training on emerging technologies, customer success best practices, and industry trends.
• Opportunities to lead cross‑functional projects, influencing product roadmap and go‑to‑market strategies.
• Clear career pathways to senior Customer Success Manager, Director, or even VP of Customer Success roles.
• Participation in industry conferences, webinars, and thought‑leadership initiatives.

Work Environment & Culture

brighthush is a fully remote, remote‑first company that values flexibility, autonomy, and collaboration. Our team operates on a Tuesday‑through‑Saturday schedule to align with our global client base, but we also support flexible working hours within that framework. We foster a culture of transparency, continuous learning, and mutual respect—where every voice is heard and every contribution matters.

Compensation & Benefits

Base Salary: Competitive, commensurate with experience (starting at CAD 60,000 per year). Benefits: Comprehensive health, dental, and vision coverage; generous paid time off; professional development budget; wellness stipend; and equity participation. Perks: Remote‑work stipend, flexible schedule, team retreats, and a culture that celebrates innovation and impact.

How to Apply

If you are passionate about empowering veterinary professionals, thrive in a fast‑moving environment, and want to make a tangible difference, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Join brighthush and help shape the future of veterinary care—one client at a time.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available for candidates throughout the selection process.