Customer Success Representative

About Asteris

Asteris has helped veterinarians manage their diagnostic images since 2004, and we're still built by people who know veterinary medicine from the inside. Our Keystone Software Suite helps veterinary practices, hospitals, and specialists store, view, share, and report on diagnostic images easily and securely from anywhere. Asteris is part of Valsoft Corporation, which acquires and grows vertical market software companies.

The Role

As a Client Success Representative, you'll own the experience of our veterinary clients from their first day on the platform through every renewal. You'll onboard new practices, run Quarterly Business Reviews, solve everyday product questions, keep accounts healthy, and grow them through add-on modules.

This role suits someone who knows how a veterinary clinic actually runs, enjoys teaching, and isn't afraid to pick up the phone when an account needs attention. You'll work closely with our Sales, Product, and Support teams, act as the client's voice inside Asteris, and report to Jamie Phippen, Head of Customer Success.

Why Asteris

• Made for vets, not adapted for them. Keystone is designed specifically for veterinary practices, from companion animal clinics to equine hospitals, rather than retrofitted from human medicine.
• Clinical and software expertise under one roof. Asteris was founded by people with deep experience in both veterinary care and software, and we still build our products around feedback from the veterinarians and technicians who use them.
• We take care of our clients ourselves. Our support team is in-house, so clients work with people who know them and the product, never a third-party call centre.
• Connected to the tools vets already use. Keystone integrates with leading practice management systems, including DaySmart Vet and VetlinkPRO.
• Stable backing, room to grow. As part of Valsoft Corporation, we have long-term stability while keeping the close-knit, family-values culture we were founded on.
• Your voice shapes the product. The feedback you bring back from clients goes directly to the Product team.

What You'll Do

Onboarding

• Lead new clients through implementation, from kickoff to go-live
• Train veterinarians, technicians, and key stakeholders on the platform, virtually and occasionally on site
• Set clear success goals with each practice and track progress against them

Quarterly Business Reviews (QBRs)

• Prepare and run QBRs that review usage, outcomes, and goals for the next quarter
• Build relationships with key stakeholders, including practice owners, medical directors, and practice managers
• Share usage insights and recommend practical next steps for each practice

Product Troubleshooting

• Answer day-to-day product questions and resolve basic technical issues
• Escalate complex issues to Support or Product with clear, complete information
• Follow up until each issue is fully resolved

Account Retention

• Monitor account health and identify at-risk clients early
• Proactively reach out to at-risk accounts with a plan to re-engage them
• Relay client feedback to Product and leadership to shape the roadmap
• Keep account notes, activities, and health scores current in Salesforce

Expansion

• Identify clients who would benefit from additional Asteris add-on modules
• Demonstrate the key benefits of add-on modules in a way that connects to each practice's goals and workflow
• Run product demos during QBRs, check-ins, and onsite visits
• Partner with Sales to move expansion opportunities forward and track them in Salesforce

How Success Is Measured

You'll own a book of business and be accountable for its health and growth, tracking and reporting on:

• Net Revenue Retention (NRR): keeping and growing revenue across your accounts
• Expansion revenue: new revenue from add-on modules and upgrades
• Customer satisfaction (CSAT): how clients rate their experience with Asteris

You'll review these regularly with your manager and use them to prioritize where you spend your time.

Requirements

What You Bring

Required

• 2+ years of experience in the veterinary industry (clinic, hospital, or veterinary-focused company)
• Comfort training customers and explaining software to non-technical users
• Confidence calling at-risk clients and having candid conversations about their experience
• Willingness to travel up to 10-15% of the time, mainly to veterinary tradeshows, conferences, and occasional client sites

Nice to Have

• Customer success, account management, or sales experience
• Experience with Salesforce or a similar CRM
• Experience running business reviews or presenting to clinic leadership

Who You Are

• A team player who collaborates easily with Sales, Support, and Product
• Outgoing and comfortable building relationships with everyone from technicians to practice owners
• A natural demonstrator who can show clients the real-world benefits of add-on modules with ease
• Detail-oriented, keeping accurate records and following through on every commitment
• A fast learner who picks up new software quickly and enjoys teaching it to others
• Client-focused, treating each practice's success as your own

Benefits

What We Offer

• Base salary, plus a performance bonus tied to NRR, expansion revenue, and CSAT targets
• Comprehensive group benefits through Canada Life, including health, dental, vision, mental health, and paramedical coverage, plus life, AD&D, critical illness, and short- and long-term disability insurance
• Access to a group retirement savings plan you can contribute to
• Unlimited vacation after one year of service
• Fully remote, work-from-home role (travel up to 10-15% to tradeshows, conferences, and client sites)
• The chance to make a real impact on a growing team in a specialized, mission-driven industry

This posting is for an existing vacancy.

Asteris uses AI-assisted tools in our recruitment process to help screen, assess, or select applicants.

Asteris is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, or any other protected characteristic. Accommodations are available on request throughout the hiring process.

Some screening questions may result in automatic disqualification.