{"id":3853143,"url":"https://alion.io/job/valsoft-corporation-customer-success-representative","title":"Customer Success Representative","company":{"id":8417,"name":"Valsoft Corporation","domain":"valsoftcorp.com","url":"https://alion.io/company/valsoft-corporation","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":80,"open_postings":37,"ghost_share":0,"stale_share":0.784,"repost_share":0,"time_to_fill_p50_days":44,"computed_at":"2026-11-14T05:58:10Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-11-06T04:41:08Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-14T18:36:11Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"About Asteris\nAsteris 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.\nThe Role\nAs 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.\nThis 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.\nWhy Asteris\nMade 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.\nClinical 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.\nWe 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.\nConnected to the tools vets already use. Keystone integrates with leading practice management systems, including DaySmart Vet and VetlinkPRO.\nStable 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.\nYour voice shapes the product. The feedback you bring back from clients goes directly to the Product team.\nWhat You'll Do\nOnboarding\nLead new clients through implementation, from kickoff to go-live\nTrain veterinarians, technicians, and key stakeholders on the platform, virtually and occasionally on site\nSet clear success goals with each practice and track progress against them\nQuarterly Business Reviews (QBRs)\nPrepare and run QBRs that review usage, outcomes, and goals for the next quarter\nBuild relationships with key stakeholders, including practice owners, medical directors, and practice managers\nShare usage insights and recommend practical next steps for each practice\nProduct Troubleshooting\nAnswer day-to-day product questions and resolve basic technical issues\nEscalate complex issues to Support or Product with clear, complete information\nFollow up until each issue is fully resolved\nAccount Retention\nMonitor account health and identify at-risk clients early\nProactively reach out to at-risk accounts with a plan to re-engage them\nRelay client feedback to Product and leadership to shape the roadmap\nKeep account notes, activities, and health scores current in Salesforce\nExpansion\nIdentify clients who would benefit from additional Asteris add-on modules\nDemonstrate the key benefits of add-on modules in a way that connects to each practice's goals and workflow\nRun product demos during QBRs, check-ins, and onsite visits\nPartner with Sales to move expansion opportunities forward and track them in Salesforce\nHow Success Is Measured\nYou'll own a book of business and be accountable for its health and growth, tracking and reporting on:\n Net Revenue Retention (NRR): keeping and growing revenue across your accounts\nExpansion revenue: new revenue from add-on modules and upgrades\n Customer satisfaction (CSAT): how clients rate their experience with Asteris\nYou'll review these regularly with your manager and use them to prioritize where you spend your time.\nRequirements\nWhat You Bring\nRequired\n2+ years of experience in the veterinary industry (clinic, hospital, or veterinary-focused company)\nComfort training customers and explaining software to non-technical users\nConfidence calling at-risk clients and having candid conversations about their experience\nWillingness to travel up to 10-15% of the time, mainly to veterinary tradeshows, conferences, and occasional client sites\nNice to Have\nCustomer success, account management, or sales experience\nExperience with Salesforce or a similar CRM\nExperience running business reviews or presenting to clinic leadership\nWho You Are\nA team player who collaborates easily with Sales, Support, and Product\nOutgoing and comfortable building relationships with everyone from technicians to practice owners\nA natural demonstrator who can show clients the real-world benefits of add-on modules with ease\nDetail-oriented, keeping accurate records and following through on every commitment\nA fast learner who picks up new software quickly and enjoys teaching it to others\nClient-focused, treating each practice's success as your own\nBenefits\nWhat We Offer\nBase salary, plus a performance bonus tied to NRR, expansion revenue, and CSAT targets\nComprehensive 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\nAccess to a group retirement savings plan you can contribute to\nUnlimited vacation after one year of service\nFully remote, work-from-home role (travel up to 10-15% to tradeshows, conferences, and client sites)\nThe chance to make a real impact on a growing team in a specialized, mission-driven industry\nThis posting is for an existing vacancy.\nAsteris uses AI-assisted tools in our recruitment process to help screen, assess, or select applicants.\nAsteris 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. 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