Manage and grow relationships across a portfolio of partner hospitals while serving as a trusted resource for client success, engagement, and long-term partnership growth
This role is focused on proactively supporting clients through strategic touchpoints, customer-facing processes, performance reporting, and relationship management that drive engagement, encourage plan growth, and remove roadblocks to success
The position also contributes to building scalable client success initiatives and operational processes that support Nest’s continued growth
Drive insights that lead to action
Analyze client trends, engagement patterns, and initiative performance to identify opportunities for growth, improved adoption, and stronger client outcomes
Translate data into clear, actionable recommendations and scalable processes that support continuous improvement across the customer experience
Work closely with Hospital Success on onboarding and lifecycle support
Partner with Product and Engineering on bugs and usability issues
Support Sales with customer readiness, renewals, and testimonials
Contribute to a high-performing customer experience environment with opportunities to grow into future leadership responsibilities
Support a culture of accountability, collaboration, and customer-first thinking while helping improve processes, strengthen client relationships, and drive team success across the organization

2-5 years of SaaS customer support experience, including team leadership
Startup experience required; you thrive in fast-moving, resource-constrained environments
Builder mentality with a passion for creating structure and scalable processes
Strong communicator across email, phone, and chat in high-stakes environments
Analytical and data-driven with the ability to surface insights and communicate them clearly
Proven track record of supporting customer growth, retention, and long-term success
Growth-minded leader focused on developing teams, improving processes, and elevating the customer experience
Collaborative, low-ego leader who removes roadblocks and helps both clients and teammates succeed
Strong organizational, prioritization, and time management skills
Skilled at managing relationships across clients and cross-functional internal teams
Comfortable navigating ambiguity in a rapidly evolving startup environment
Self-directed and able to operate effectively with minimal oversight

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

Client Account Manager

Key skills