Sr. Customer Success Manager

7 hours, 58 minutes ago
Full-time
Senior
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 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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