About CoVet
CoVet is an AI copilot application built to assist veterinary professionals by saving them time and allowing them to focus more on animal care—or even get home on time. We are a small, passionate, and agile team with a strong mission to improve the veterinary industry through innovative technology.
About the role
The Customer Experience Manager will be responsible for overseeing and enhancing the entire customer journey, ensuring that every interaction with our brand is seamless, positive, and impactful. This role requires a combination of strategic thinking, operational excellence, and a deep understanding of customer behavior. You will be tasked with developing, implementing, and refining customer experience strategies across all channels to improve satisfaction, retention, and brand loyalty.
You will collaborate closely with cross-functional teams, including marketing, customer support, product, and sales, to deliver a unified and exceptional customer experience. The ideal candidate is a creative problem-solver, data-driven decision-maker, and a strong communicator who thrives in a customer-first culture.
What you'll do
- Map out and analyze the entire customer journey, identifying pain points, opportunities for improvement, and areas for innovation.
- Develop and implement strategies to enhance customer experiences across all touchpoints (website, email, customer support, in-app, social, etc.).
- Work closely with Engineering, Marketing, Sales, and Support teams to ensure a consistent, high-quality experience across all customer interactions.
- Implement and manage feedback loops through surveys, customer interviews, NPS (Net Promoter Score), and other mechanisms to gather insights into customer needs, preferences, and satisfaction.
- Respond to customer inquiries, comments, and messages in a timely and professional manner (both internally and on public forums).
- Develop and execute customer retention and loyalty programs aimed at enhancing customer satisfaction and long-term engagement.
- Monitor key customer success metrics, including retention rates, NPS, and customer lifetime value (CLV).
- Lead the development of a cohesive customer experience strategy that aligns with business objectives and ensures the highest level of satisfaction.
- Develop and report on key customer experience KPIs (e.g., satisfaction scores, churn rates, customer feedback) to the leadership team.
Qualifications
- 5+ years of experience in customer experience, customer service, or a similar role.
- Proven experience in customer journey mapping, process improvement, and customer satisfaction measurement.
- Experience working with customer experience tools and CRM systems.
- Strong analytical and problem-solving abilities, with the ability to translate data into actionable insights.
- Excellent communication and interpersonal skills, with the ability to collaborate across teams and influence stakeholders.
- Project management skills with the ability to prioritize tasks and manage multiple initiatives simultaneously.
- Customer-focused mindset with the ability to design and implement customer-centric strategies.
- Results-driven and self-motivated with a focus on continuous improvement.
- Comfortable with ambiguity and change, able to thrive in a fast-paced, dynamic environment typical of a growing start-up.
- Must be adaptable, resourceful, and willing to wear multiple hats as the business scales.
Why Join Us?
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision benefits.
- Remote-first culture with flexible working arrangements.
- Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.
We are an equal opportunity employer and are committed to building a diverse and inclusive team. Accommodations are available for candidates participating in all aspects of the selection process.
Pay: From $70,000.00 per year