Manager, Enterprise Customer Success – Veterinary Software

Role Overview

• Manage the team responsible for overseeing and expanding IDEXX’s relationships with our corporate veterinary customers.
• Be accountable for customer outcomes across our enterprise account portfolio—including retention, expansion, product adoption, and overall customer health.
• Coach and develop a team of Enterprise Customer Success Managers (CSMs) who serve as the voice of the customer.
• Partner closely with Sales Professionals, Project Managers, Implementation Specialists, Product, and Support teams.
• Identify and mitigate attrition risk across the segment.
• Drive retention and expansion programs for the enterprise segment in partnership with Sales, Marketing, and Product.
• Use data, insights, and customer health signals to forecast risk and opportunity, prioritize team focus, and report on performance to leadership.
• Build a culture of accountability, collaboration, and continuous improvement.

Requirements

• 3+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing function, with enterprise customers preferred.
• Bachelor's Degree and industry experience preferred.
• 3+ years of people management experience including coaching, performance management, and talent development.
• Strong executive presence and communication skills able to influence and build trust with c-suite customer stakeholders and senior internal partners.
• Proven ability to drive retention and expansion outcomes by leading teams to execute proactive engagement, adoption, and risk mitigation strategies.
• Strong analytical, problem-solving, and operational skills comfortable using data to prioritize work, forecast risk/opportunity, and measure impact.
• Experience with SaaS, customer success tooling like Gainsight, and CRM systems like Salesforce; ability to rapidly learn and support the IDEXX Veterinary Software portfolio and related tools and integrations.
• Cross-functional leadership skills able to align Sales, Support, Product, and Implementation teams and clarify ownership to improve the end-to-end customer experience.
• Demonstrated ability to lead through ambiguity and change in a dynamic, fast-paced environment; comfortable balancing strategic work with hands-on problem solving.
• Ability to build scalable processes and playbooks, and to reinforce consistent execution across a distributed or hybrid team.
• Continuous improvement mindset; curious, coachable, and committed to raising capability for yourself, your team, and the organization.

Benefits

• Opportunity for annual cash bonus
• Day-One On the job training and career advancement opportunities (experience NOT required)
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more