DaySmart supercharges experienced-based businesses with innovative, industry-specific software services that power customer and revenue growth. With thousands of partners worldwide and dozens of industry awards, we provide best-in-class solutions to accelerate their business.

DaySmart Pet (formerly 123Pet Software) is dedicated to transforming the way pet care providers do business. With features like effortless appointment scheduling, integrated credit card processing, and streamlined client communication, DaySmart Pet offers an all-in-one solution for managing mobile grooming services, brick-and-mortar salons, busy daycares, and thriving boarding facilities with ease.

The Customer Onboarding & Success Manager (OSM) is a hybrid designed to provide new customers with a seamless onboarding experience and early-stage success support. The OSM serves as a single point of contact during the customer’s initial journey, ensuring they feel confident using the software and equipped to achieve their business goals.

This role combines elements of onboarding, training, and customer success to create an exceptional experience that drives customer retention and satisfaction. The ideal candidate is tech-savvy, detail-oriented, and passionate about helping customers succeed through software solutions.

Onboarding & Customer Success

• Conduct virtual onboarding sessions tailored to customers’ business needs, including software setup, feature walkthroughs, and initial training.
• Serve as the primary point of contact for customers during their first 90 days, ensuring a smooth onboarding experience.
• Proactively address customer questions and challenges, helping them maximize the software’s value.
• Build strong relationships with customers, gaining a deep understanding of their business needs and goals.

Collaboration & Continuous Improvement

• Work closely with the support team to escalate and resolve technical issues identified during onboarding.
• Collaborate with the product team by sharing customer feedback to influence product improvements and feature updates.
• Partner with sales to ensure a seamless handoff from purchase to onboarding and to assist with upgrades or modifications as needed.
• Participate in ongoing discussions to refine processes and enhance the overall customer experience.

What We’re Looking For

• Has excellent written and oral communication skills
• Is detail-oriented and organized
• Has a natural tendency to find software solutions to real-life business problems
• Enjoys building relationships and working closely with customers
• Is tech-savvy and eager to learn new software quickly
• Has a customer-centric mindset and a proactive approach to problem-solving

Experience & Requirements

• Strong background in customer onboarding, training, success, or support.
• Ability to explain complex software features in a clear, user-friendly way

Nice to Have

• Experience using DaySmart Pet or DaySmart Beauty software
• Experience in a management or ownership role within the pet grooming, boarding, or similar industries
• Previous experience in a remote customer-facing role
• Familiarity with Salesforce, Intercom, or similar CRM and customer support platforms

Salary

• The salary range for this role is $55,000 to $60,000 per year. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc.

How You Will Work

This will be a US Remote based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities:

• Ann Arbor, MI
• Scottsdale, AZ
• Wayne, PA
• Austin, TX

DaySmart is committed to creating a diverse employee environment and is a proud equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age, or veteran status.

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