About VetEngage

VetEngage helps veterinary hospitals stay connected with pet owners: online booking integrated with their practice software (AviMark, Cornerstone, ImproMed, ezyVet), client communications, forms, loyalty, and reporting. We serve US hospitals from single clinics to a national group of 420+ locations.

The role

You are the hospital's day-to-day contact: answering questions, running go-lives, and fixing configuration so bookings land correctly. As the team grows, you will help write the playbooks and coach new CSMs.

What you will do

- Answer hospital questions with clear, accurate replies and close every loose end.
- Lead onboarding and go-lives, from PIMS integration checks through launch day.
- Audit and fix availability and provider setup so hospitals get the right bookings.
- Troubleshoot integration, login, and data issues; escalate reproducible bugs to Product.
- Train hospital managers and regional leaders on our dashboards.
- Report weekly on ticket volume, response times, go-lives, and top issues.

Your first 90 days

- 30 days: Learn the product and customers. Work the queue and shadow go-lives.
- 60 days: Own a group of hospitals, run configuration audits, write your first playbook.
- 90 days:



Run the queue end to end and share a plan for the next quarter.

What you bring

- 3+ years in customer success, support, or implementation for B2B SaaS.
- Fluent professional English and Spanish, written and spoken.
- Organized and detail oriented: you track many hospitals and tickets at once and follow through.
- Strong troubleshooting instincts and calm judgment with frustrated customers.
- Experience running a ticket queue and writing playbooks others use.
- Comfortable with AI tools, with care for accuracy and tone.

Nice to have: experience with veterinary or healthcare software, PIMS integrations, SQL basics, managing multi-location customers.

Details

- Location: Remote, anywhere in Mexico. No travel.
- Hours: Full time, Monday to Friday, US Central business hours.
- Type: Independent contractor, invoiced monthly.
- Pay: Competitive monthly fee, based on experience.
- Equipment: We provide a MacBook.

Interview process

- Intro call (30 min) including a quick English and Spanish check.
- Written exercise (45 min): reply to two realistic hospital messages.
- Working session (60 min): troubleshoot a real setup with us.

We aim to finish in about two weeks.

📌 Customer Success Manager (México)
🏢 VetEngage
📍 México