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Director, Customer Success

2 weeks, 6 days ago
United States
Full-time
Executive
Customer Success Manager
Customer and Technical Support
CRM Salesforce
Apply Now
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
View All Jobs 12

Description

  • Lead, coach, and develop a team of 7–10 Customer Success Managers focused on adoption, retention, and revenue expansion.
  • Establish clear performance metrics tied to renewals, expansion, and customer satisfaction and drive accountability through regular reviews and feedback loops.
  • Partner with Sales leadership to build and refine account growth strategies, including segmentation, targeting, and expansion playbooks.
  • Collaborate with Sales, Marketing, and Product to ensure consistent customer messaging, integrate customer feedback, and align product initiatives with customer needs.
  • Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address churn risks.
  • Evolve customer success frameworks, processes, and tools to increase team efficiency and scalability.
  • Champion the voice of the customer to inform the product roadmap and go-to-market strategies.
  • Drive alignment on key customer initiatives across the organization to support retention, expansion, and long-term value realization.

Requirements

  • 10+ years of experience in Customer Success, Account Management, or a related function, including 5+ years in a leadership role.
  • Proven track record of leading customer-facing teams that deliver measurable results in retention and expansion revenue.
  • Strong business acumen with the ability to translate data into strategic insights and action plans.
  • Excellent relationship-building and communication skills with experience influencing cross-functional teams.
  • Deep understanding of customer success metrics, sales motions, and SaaS business models.
  • Experience using CRM and analytics tools such as Salesforce, ChurnZero, and Pendo.
  • Ability to thrive in a fast-moving, high-growth environment with a bias for execution.
  • Comfort leading customer success for a large portfolio (the role covers a $20M portfolio) and working remotely within the United States (preferred).

Benefits

  • Base salary $146,000–$166,000 per year plus a 10% annual performance bonus paid quarterly.
  • Medical coverage for employees and dependents with 80–90% employer coverage and employer HSA contribution with HDHP.
  • 401(k) match up to 3.5% and Dependent Care Flexible Spending Account (FSA).
  • Dental and vision coverage, basic life and AD&D insurance, and short- and long-term disability.
  • Flexible Time Off and 12 paid annual holidays, plus paid parental leave.
  • Pawternity leave, financial pet adoption support, and subsidized pet insurance.
  • $250 annual stipend for learning and development.
  • Remote work (United States) and full-time employee status.

Interested in this position?

Apply directly on the company website

Apply Now

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