Customer Success Manager

3 weeks, 6 days ago
Full-time
Junior
Customer and Technical Support
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised

Description

  • Own the post-sales experience for a book of 400+ customer accounts.
  • Drive product adoption and customer satisfaction through targeted, consistent communication.
  • Use customer data, health signals, and product usage insights to identify churn risk and growth opportunities.
  • Build consultative relationships with veterinary practice managers and owners through emails, short videos, and conversations.
  • Document customer requests and coordinate with support and product teams to resolve issues.
  • Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions.
  • Develop tailored communication plans that deliver continuous value across the customer lifecycle.
  • Lead structured business reviews with veterinary practices to demonstrate ROI and align on growth opportunities.
  • Collaborate with fellow Customer Success Managers and share best practices and learnings across the team.

Requirements

  • 2-3 years of experience in a Customer Success role.
  • Experience managing subscription-based models with a mix of high-touch relationship management and digital-scaled engagement strategies.
  • Strong phone communication, organizational, and time management skills.
  • Ability to stay tactful and poised under pressure in challenging interpersonal situations.
  • Experience working cross-functionally and collaborating closely in a team environment.
  • Curiosity about customer trends and interest in using data analytics to plan communication campaigns.
  • Experience with Salesforce, a Customer Success tool, or automation tools is a plus.
  • ChurnZero experience is a plus.
  • Veterinary experience is a plus.

Benefits

  • Medical coverage for employees and dependents, with 80-90% of premiums covered by the employer.
  • Employer HSA contribution with HDHP.
  • 401(k) match up to 3.5%.
  • Dependent Care Flexible Spending Account (FSA).
  • Dental and vision coverage available.
  • Basic Life and AD&D insurance, plus short-term and long-term disability coverage.
  • 12 paid annual holidays, paid parental leave, and Pawternity Leave.
  • Financial pet adoption support, subsidized pet insurance, and a $250 annual learning and development stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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