Sr. Customer Success Manager

About the role

Sr. Customer Success Managers own the post-sales experience for PetDesk's complex and high-value accounts, driving adoption, retention, and long-term growth while maximizing the return on a customer's technology investment. Sr. CSMs are responsible for ensuring the overall success of a high-volume book of business (400+), with a focus on accounts that require deeper strategic engagement and multi-stakeholder relationship management. They bring a sophisticated, data-driven approach to identifying risk and opportunity, and operate with a high degree of autonomy — setting their own priorities, leading complex escalations end-to-end, and serving as a resource and informal mentor to fellow CSMs. Successful Sr. CSMs have a deep understanding of PetDesk solutions and the veterinary landscape, and are trusted to navigate difficult situations independently.

Responsibilities

• Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight
• Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention
• Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities
• Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution
• Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact
• Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth
• Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment
• Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members

Requirements

• 3-5 years of experience in a Customer Success role, with a demonstrated track record of managing high-volume, complex books of business independently
• Proven ability to manage and retain accounts through both high-touch relationship management and digital-scaled engagement strategies
• Strong experience with ChurnZero or a comparable CS platform; Salesforce proficiency required
• Demonstrated ability to multi-thread across stakeholders within a single account — navigating multiple contacts and decision-makers simultaneously
• A skilled escalation manager — calm, decisive, and effective when handling high-stakes or sensitive customer situations without needing to escalate upward
• Highly autonomous and self-directed; comfortable setting priorities and managing your book without day-to-day direction
• Analytical and strategic — uses data to lead, not just report; can translate health signals into a clear action plan
• A collaborative team contributor who actively shares knowledge and informally supports peers

Qualifications

• Veterinary or healthcare industry experience is a strong plus

Skills

• Customer Success Management
• Account Management
• Customer Relationship Management
• Customer Data Analysis
• Product Usage Insights
• Escalation Management
• Strategic Planning
• Communication Strategies
• Team Leadership
• Collaboration

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
• Peternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

Pay

Commensurate with experience

Schedule

N/A