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Sr. Customer Success Manager

1 month ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
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 8

Description

  • Own the post-sales experience for a high-volume book of 400+ complex and high-value accounts.
  • Manage multi-threaded relationships across veterinary practices, including owners, practice managers, and key staff.
  • Use customer data, health signals, and product usage insights to identify risk, mitigate churn, and uncover growth opportunities.
  • Lead complex escalations end-to-end and coordinate cross-functional resources to resolve issues.
  • Drive product adoption and customer satisfaction through tailored, strategic communication.
  • Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions.
  • Lead business reviews that demonstrate ROI and support strategic alignment.
  • Share best practices, insights, and learnings across the CSM team.
  • Contribute to playbook development and informally mentor junior team members.

Requirements

  • 3-5 years of experience in a Customer Success role.
  • Experience managing high-volume, complex books of business independently.
  • Proven ability to retain accounts through both high-touch relationship management and digital-scaled engagement strategies.
  • Strong experience with ChurnZero or a comparable customer success platform.
  • Salesforce proficiency required.
  • Demonstrated ability to multi-thread across multiple stakeholders and decision-makers within a single account.
  • Experience handling sensitive or high-stakes customer escalations calmly and effectively.
  • Highly autonomous and self-directed, with strong prioritization skills.
  • Analytical and strategic mindset with the ability to turn health signals into action plans.
  • Veterinary or healthcare industry experience is a strong plus.

Benefits

  • Medical coverage for employees and dependents, with 80-90% covered by the employer.
  • Employer HSA contribution with HDHP.
  • 401(k) match up to 3.5%.
  • Dependent Care FSA, plus dental and vision coverage.
  • Basic Life and AD&D insurance, as well as Short and Long Term Disability.
  • Flexible Time Off and 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.
  • Performance-based bonus tied to predetermined KPIs and individual performance goals.
  • Salary range of $68,000 - $80,000 per year.

Interested in this position?

Apply directly on the company website

Apply Now

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