Sr. Customer Success Manager

Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight

Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention

Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities

Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution

Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact

Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth

Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment

Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members

3-5 years of experience in a Customer Success role, with a demonstrated track record of managing high-volume, complex books of business independently

Proven ability to manage and retain accounts through both high-touch relationship management and digital-scaled engagement strategies

Strong experience with ChurnZero or a comparable CS platform; Salesforce proficiency required

Demonstrated ability to multi-thread across stakeholders within a single account — navigating multiple contacts and decision-makers simultaneously

A skilled escalation manager — calm, decisive, and effective when handling high-stakes or sensitive customer situations without needing to escalate upward

Highly autonomous and self-directed; comfortable setting priorities and managing your book without day-to-day direction

Analytical and strategic — uses data to lead, not just report; can translate health signals into a clear action plan

Collaborative team contributor who actively shares knowledge and informally supports peers

Veterinary or healthcare industry experience is a strong plus