Customer Success Manager

About the role

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 analyze strategic customer activities and opportunities and quickly build consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations.

• Drive PetDesk product adoption and customer satisfaction through targeted and consistent communications, acting 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 them, 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 book of business, ensuring retention and long‑term growth.
• Lead structured business reviews with veterinary practices to demonstrate ROI and align on growth opportunities.
• Collaborate with fellow team members, sharing 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.
• 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 teamwork.
• Curious about customer trends; interested in utilizing data analytics to strategically plan communication campaigns.
• Experience with Salesforce, a Customer Success tool, or automation tools (a plus).
• Veterinary experience (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.

Pay

Hourly base pay of $26–$28 per hour, plus eligibility for a performance‑based bonus tied to achieving specific, predetermined KPIs and individual performance goals.