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• Customer Success Manager

• Indefinite
• Full time
• Hybrid (700701, Iasi, Iasi, Romania)
• Customer Support

Digitail is a fast-growing startup that leverages technology to modernize the veterinary industry. Our cloud-based platform connects pet owners with veterinary practices, streamlining communication and improving the overall healthcare experience for pets.

As a Customer Success Manager (CSM) at Digitail, you will build impactful, long-term relationships with our veterinary clinic and hospital customers. You will ensure customer satisfaction and advocacy, drive retention, and support ongoing usage and engagement across the Digitail platform.

This role can be based in one of our hubs in Bucharest or Iași. If you live elsewhere in Romania, you can work fully remote. The position requires the ability to travel to customer sites or events up to 10% of the time across the year.

Responsibilities

• Build and maintain strong, trust-based relationships with veterinary clinic and hospital customers, guiding them throughout their Digitail journey.

• Provide ongoing support and strategic guidance, including new feature optimization, workflow best practices, and identifying upsell opportunities where relevant.

• Develop and execute customer success plans, defining goals and measurable milestones to help customers achieve their desired outcomes.

• Proactively engage with customers to increase product adoption - sharing insights, updates, best practices, and recommendations to help them maximize value.

• Represent the voice of the customer internally by gathering feedback, identifying needs, and influencing product improvements and roadmap decisions. Work closely with senior leadership on customer strategies.

• Monitor customer health metrics, anticipate risks, and develop approaches to mitigate churn while reinforcing long-term satisfaction.

• Use internal tools to analyze customer usage patterns, generate insights, and support customer success initiatives.

• Collaborate closely with cross-functional teams - including onboarding, customer success, sales and product - to ensure a seamless customer experience.

• Stay informed about industry trends and best practices in veterinary practice management software to effectively communicate Digitail’s value to clients.

Requirements

• Proven experience as a Customer Success Manager or similar client-facing role, ideally within the veterinary, medical, or SaaS industries.

• Strong understanding of operational workflows and delivery management in clinic or software environments.

• Confident communicator and relationship-builder, comfortable engaging with customers at all levels.

• Demonstrated ability to deeply understand customer needs, provide strategic advice, and deliver solutions that drive measurable customer success.

• High technical aptitude; ability to learn software quickly and explain technical concepts in a customer-friendly way.

• Excellent problem-solving abilities and strong troubleshooting skills.

• Strong organization and time management skills, capable of managing multiple accounts simultaneously.

• Passion for customer satisfaction and for improving the veterinary industry through technology.

Benefits

• PTO + Bank holidays: local standard

• Health benefits: ASIROM Insurance

• Continuous learning and personal growth: We offer a $1,000 (USD) yearly budget for learning and growth opportunities

To Apply

1. Please upload your resume and email a 2-minute “why” video (e.g., Why Digitail? Why this role? Why you?) to careers@digitail.io.

2. You can read through our Candidate Pack to learn more about Digitail and the interview process.

We look forward to hearing from you!