Offer summary

Qualifications:

2+ years of experience managing a Customer Success team in a technology-related company., Strong leadership skills with the ability to use data for decision-making and strategy development., Experience with Salesforce or Customer Success software, preferably Totango., Excellent organizational, problem-solving, and decision-making abilities..

Key responsabilities:

Recruit, hire, and lead a team of Customer Success Managers focused on customer experience.

Coach and support team members to reduce churn and drive account growth.

Analyze performance and customer data to optimize processes and guide outreach strategies.

Collaborate with cross-functional teams to implement initiatives that enhance customer experience.

Job description

As the Manager of Customer Success, you will lead a high-performing SMB Customer Success team dedicated to supporting veterinary practices and hospitals. This role is both strategic and hands-on: You will be responsible for hiring, coaching, and developing a team that consistently delivers exceptional customer experiences and drives long-term retention and growth for PetDesk.

You’ll work cross-functionally with teams across Sales, Marketing, Implementation, Product, and Support to ensure a seamless customer journey. You’ll advocate for your team and customers by leveraging data to inform communications, prioritize product feedback, and shape scalable, impactful CS initiatives.

This is a high-impact role ideal for someone who is passionate about operational excellence, people leadership, and using technology and automation to deliver value at scale.

Apply if you're excited to:

Recruit, hire, and lead a team of CSMs focused on delivering remarkable customer experiences through automation, scalable 1:many strategies, and high-touch 1:1 engagement

Coach and support new and experienced CSMs in building durable customer value, reducing churn, and driving account growth

Serve as both a leader and mentor, helping your team meet and exceed performance goals and KPIs that align with company growth efforts

Help evolve our digital approach, driving customer-centric improvements to workflows, communications, and resource delivery

Lead strategic operations for your team—including managing churn and expansion forecasts, overseeing escalations, and ensuring timely and high-quality customer engagement throughout the lifecycle

Analyze performance and customer data regularly to drive operational decisions, optimize processes, and guide customer outreach and training strategies

Partner with cross-functional stakeholders and senior leadership to implement initiatives that elevate customer experience and team performance

About you:

2+ years of demonstrable success managing a Customer Success team at a technology-related company

Demonstrable team leadership experience and the ability to monitor trends and use data to drive decision-making and team strategy

Thrive in a high-growth environment with a strong drive, sense of accountability, and attention to detail

Proven success using and optimizing with Salesforce or Customer Success software (Totango experience preferred)

Record of success collaborating with all levels of internal management

Experience navigating and resolving customer escalations

Excellent leadership, organizational, problem-solving, and decision-making skills

Experience in the CSM role and/or CS Certification is a plus

Benefits & Perks

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

Flexible Time Off & 13 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

$250 Annual Stipend for Learning and Development

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. Together, we unite innovative solutions to empower veterinary professionals and enhance pet care worldwide. By consolidating industry-leading tools, we streamline workflows, improve communication, and deliver unmatched support—offering everything from custom websites to VoIP systems and direct booking. The company is dedicated to transforming the pet care industry.

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.

Notice at Collection to Applicants Residing in California

Depending on your location, the California Consumer Privacy Act (CCPA) may regulate how we manage job applicants' data. Our full notice outlining how your data will be processed as part of the application procedure for application locations is available at this link. By submitting your application, you agree to our use and processing of your data as required.

Required profile