Customer Success Manager

PetDesk is a company that simplifies veterinary clinic operations while strengthening client relationships. They are seeking a Customer Success Manager to own the post-sales experience, driving adoption and retention for over 400 accounts through consultative relationships and data-driven insights.

Responsibilities:

• Work in a team environment, coordinating efforts with your fellow team members, and share best practices, insights, and learnings across the CSM team
• 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

Requirements:

• 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!