WHO ARE WE?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.
Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.
Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

WHAT’S IN IT FOR YOU?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment.
In addition, we offer:

Ideally, you have already gained some experience from working in a fast growing, global SaaS company. In addition, our humble wishlist includes:

• Experience: 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably with experience within SaaS or Healthcare technology environments. Veterinary industry experience is a strong plus
• Language Skills: Speak English, Spanish and Italian fluently in verbal and written communications
• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly and concisely to diverse audiences.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing customer pain points.
• Interpersonal Skills: Proven ability to build rapport and foster strong, long-lasting relationships.
• Empathy & Patience: High degree of empathy and patience, with a genuine desire to help customers succeed.
• Organizational Skills: Excellent organizational and time management skills, with the ability to manage multiple client accounts and priorities simultaneously.
• Technical Aptitude: Comfort with technology and the ability to quickly learn new software products.
• Education: Relevant experience or bachelor’s degree
• Experience with CRM software, HubSpot, Zendes

ABOUT THE ROLE

We’re redefining veterinary software with Provet Cloud — a market-leading, cloud-based practice management system. We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager for the Southern European market.
In this pivotal role, you will be the primary point of contact for a portfolio of our valued clients, encompassing both large universities and agile SME veterinary practices. Your main objective will be to ensure their ongoing success, satisfaction, and retention by proactively understanding their needs, demonstrating product value.
This is an exciting opportunity for someone passionate about fostering strong client relationships, solving complex challenges, and contributing directly to the growth of both our customers and our company.

YOUR KEY RESPONSIBILITIES INCLUDE:

• Client Relationship Management: Build and maintain strong, trusted relationships with key stakeholders within your assigned customer accounts
• Proactive Engagement: Regularly check in with clients to assess their satisfaction, identify potential challenges, and proactively offer solutions and best practices. Conduct regular business reviews (QBRs) with key accounts.
• Value Realisation: Continuously demonstrate the value and ROI of our solutions to customers, showcasing how our products help them achieve their strategic goals.
• Issue Resolution & Advocacy: Act as a liaison between customers and internal teams (e.g., Product, Support, Sales) to ensure timely resolution of issues and to advocate for customer needs and feature requests.
• Renewal & Expansion: Work closely with sales to identify opportunities for upselling and cross-selling within your account portfolio.
• Feedback Loop: Gather and synthesise customer feedback
• Training & Education: Provide ongoing training and educational resources to help customers maximise their use of our products.
• Metrics & Reporting: Track and report on key customer success metrics, including customer health scores, retention rates, and engagement levels.

WHAT WILL HELP YOU TO BE SUCCESSFUL IN THIS ROLE?

Ideally, you have already gained some experience from working in a fast growing, global SaaS company. In addition, our humble wishlist includes:

• Experience: 2+ years of experience in Customer Success, Account Management, or a similar client-facing role, preferably with experience within SaaS or Healthcare technology environments. Veterinary industry experience is a strong plus
• Language Skills: Speak English, Spanish and Italian fluently in verbal and written communications
• Communication Skills: Exceptional verbal and written communication skills, with the ability to articulate complex technical concepts clearly and concisely to diverse audiences.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing customer pain points.
• Interpersonal Skills: Proven ability to build rapport and foster strong, long-lasting relationships.
• Empathy & Patience: High degree of empathy and patience, with a genuine desire to help customers succeed.
• Organizational Skills: Excellent organizational and time management skills, with the ability to manage multiple client accounts and priorities simultaneously.
• Technical Aptitude: Comfort with technology and the ability to quickly learn new software products.
• Education: Relevant experience or bachelor’s degree
• Experience with CRM software, HubSpot, Zendesk