Customer Success Manager

Summary

PetDesk provides client engagement tools and a pet parent app that support veterinary clinic operations and client relationships. The Customer Success Manager owns the post-sales experience for 400+ accounts, driving product adoption, customer satisfaction, retention, and expansion through data-driven engagement and consultative relationships with veterinary practices.

Responsibilities

• 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

Skills

• 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!

Qualifications

Must Haves

• 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

Nice to Haves

• Experience with Salesforce, a Customer Success tool, or automation tools are a plus
• Veterinary experience is a plus!

Benefits

• 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
• Remote work