Client Account Manager

Client Account Manager (Remote) We're Growing Fast — And We’re building our team to scale 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. About Nest Veterinary 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. The Role As Client Support Manager, you’ll play a key role in supporting and growing relationships across a portfolio of partner hospitals. This is a highly client-facing role focused on driving engagement, supporting plan growth, and helping practices maximize the value of their partnership with Nest. You’ll serve as a trusted partner to clients while collaborating cross-functionally to improve the customer experience and support Nest’s continued growth. What You'll Own Process Design & Optimization 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. Insights & Reporting 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 Cross-Functional Collaboration 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. Team Leadership 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. What We're Looking For 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 Why Nest 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.