Client Support Manager

Nest Veterinary is on track to 5X this year. We're the category leader in care plan infrastructure for veterinary practices, and we're building the team that will take us to the next level. If you thrive in fast-moving environments, love building things from scratch, and want your work to matter — this is your role.

Our mission is simple: make pet care accessible to every pet parent. We provide fully-managed, tech-enabled care plan solutions that help veterinary practices increase compliance, drive revenue, and deliver better preventive care — without the administrative burden.

We're transforming an industry, and we're doing it with design-forward products and a team that genuinely cares about the outcome.

As Client Support Manager, you'll be a foundational hire at a critical growth stage. You'll build the systems, lead the team, and establish the standards that will define how Nest supports its partner practices at scale. This isn't a "maintain the status quo" role — it's a "design what exceptional looks like" role.

You'll own everything from SOPs to reporting to team culture, and you'll have a direct line to leadership. What you build here will matter.

Build the infrastructure that scales. You'll design SOPs and workflows for support triage, escalation, and resolution; implement systems to track tickets, SLAs, and customer feedback; and own our knowledge base from the ground up — articles, videos, internal documentation.

Turn data into decisions. You'll create internal and partner-facing reports on ticket volume and trends, CSAT and response metrics, and product feedback themes — then surface those insights directly to Product, Hospital Success, and Leadership to drive continuous improvement.

You'll sit at the intersection of everything. Work closely with Hospital Success on onboarding and lifecycle support, partner with Product and Engineering on bugs and usability issues, and support Sales with customer readiness, renewals, and testimonials.

Build a team worth staying on. Manage and mentor Client Success Associates, set clear goals, run weekly syncs and 1:1s, and create a culture of empathy, ownership, and high performance. You raise the bar — and you make it feel good to be held to it.

• 5–10 years in SaaS customer support with team management experience

• Prior startup experience required — you know what it means to build in a fast-moving, resource-constrained environment and you wouldn't have it any other way

• A builder's mindset — you're energized by creating structure where there isn't any yet

• Strong communicator across email, phone, and chat in fast-moving, high-stakes environments

• Proficient in support tooling and workflow automation

• Analytically sharp — you know how to find the signal in the noise and present it clearly

• High ownership, low ego — you do what it takes and bring others along with you

These are the core competencies required to succeed in this role:

• Proven track record of meeting growth and retention targets with a data driven approach

• Strong organization and time management skills

• Relationship management across clients and internal teams

• Ability to navigate ambiguity in a fast growing startup environment

• Ability to work independently with minimal direction

Preferred Experience

These would accelerate the candidate but are not required:

• Tech experience – SaaS
  Ease of onboarding and partnership with Product and Engineering

• Prior implementation or onboarding experience
  Faster ramp and stronger cross-functional alignment

• Training or enablement experience
  Ability to clearly communicate nuanced topics to a range of audiences

• Veterinary or healthcare background
  Faster context building and onboarding

• 5X growth trajectory — your work will directly shape how we scale

• High visibility role — every hospital launch has your fingerprints on it

• Mission that matters — more pets getting the preventive care they need because practices are set up to succeed

• Ground-floor opportunity — help define what great implementation looks like at a category-leading company

• Teammates who show up — kind, motivated, and genuinely collaborative

Nest is an equal-opportunity employer. You are welcome at Nest for who you are, no matter where you come from or what you look like. Our platform is for everyone, and so is our workplace. Bring us your personal experience, your perspectives, and your background. It's in our differences that we will find the power to keep revolutionizing veterinary health care and help pets live longer, healthier, and happier lives.