Customer Success Manager

Customer Success Manager

Customer Success Managers (CSMs) own the post-sales experience at PetDesk, driving adoption and retention and maximizing the return on a customer's technology investment. CSMs are responsible for ensuring the overall success of 400+ accounts. They are adept at analyzing strategic customer activities and opportunities and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations. Successful CSMs are highly organized individuals who take a proactive, data-driven approach and have a deep understanding of PetDesk solutions.

Apply if you're excited to:

• Drive PetDesk product adoption and customer satisfaction through targeted and consistent communications that build your relationship as a trusted advisor to veterinary owners and practice managers
• Use customer data, health signals, and product usage insights to proactively identify risk, drive adoption, and uncover growth opportunities.
• Fully understand customer requests, document, and engage appropriate resources in support and product as needed
• Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions.
• Develop and implement tailored communication that provides continuous value to your team's book of business, ensuring retention and driving long-term growth
• Lead structured business reviews with veterinary practices to demonstrate ROI and align on growth opportunities.
• Work in a team environment, coordinating efforts with your fellow team members, and share best practices, insights, and learnings across the CSM team

About you:

• 2-3 years experience in a Customer Success role
• Experience managing subscription-based models, combining high-touch relationship management with digital-scaled engagement strategies
• Ideal candidates will have a combination of high-touch CS and digital engagement experience (ChurnZero experience is a plus)
• Excellent phone communication, organizational, and time management skills
• Tactful and poised under pressure when dealing with challenging interpersonal situations
• Thrives in cross-functional collaboration and working closely with others in a team environment
• Curious about customer trends; interested in utilizing data analytics to strategically plan communication campaigns strategically targeted to the segment and customer life-cycle stage
• Experience with Salesforce, a Customer Success tool, or automation tools are a plus
• Veterinary experience is a plus!

Benefits & Perks:

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

$26 - $28 an hour Performance Bonus: In addition to the hourly base pay of $26–$28/hour, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals.

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic's operations while strengthening client relationships.

Our recruiting process is rooted in "Who: The A Method of Hiring" and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.