Customer Success Manager

United StatesRemoteFull-time Employeemid

Customer Success ManagerCustomer

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Overview

About the role: Customer Success Managers (CSMs) own the post-sales experience at PetDesk, driving adoption and retention and maximizing the return on a customer’s technology investment.

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Customer Success ManagerCustomer

About the role:

Customer Success Managers (CSMs) own the post-sales experience at PetDesk, driving adoption and retention and maximizing the return on a customer’s technology investment. CSMs are responsible for ensuring the overall success of 400+ accounts. They are adept at analyzing strategic customer activities and opportunities and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations. Successful CSMs are highly organized individuals who take a proactive, data-driven approach and have a deep understanding of PetDesk solutions.

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

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!

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

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.