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

Senior Customer Success Manager

Key skills