Key skills
Customer Success ManagementData AnalysisLeadership ExperienceCRM ToolsSaaS Business ModelsGoAnalyticsSaaSSalesforceCRMLeadershipCommunicationCustomer SuccessAccount ManagementSales
About this role
PetDesk is looking for a Sr. Manager of Customer Success to lead their CSM teams serving the Independent Market. This role involves managing and developing a team of Customer Success Managers to enhance customer relationships, drive retention, and grow revenue.
Responsibilities:
- Lead, coach, and develop a high-performing team of Customer Success Managers focused on adoption, retention, and revenue expansion within the Independent Market
- Establish clear performance metrics tied to renewal, expansion, and customer satisfaction goals; drive accountability through regular reviews and feedback loops
- Partner with Sales leadership to build and refine account growth strategies, including segmentation, targeting, and expansion playbooks
- Collaborate cross-functionally with Sales, Marketing, and Product to ensure consistent customer messaging, feedback integration, and product alignment
- Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address risks
- Evolve success frameworks, processes, and tools to increase team efficiency and scalability
- Champion the voice of the customer — ensuring insights inform product roadmap and go-to-market strategies
- Drive alignment on key customer initiatives across the organization to support retention, expansion, and long-term value realization
- Inspire a culture of ownership, accountability, and revenue mindset within the CSM team
Requirements:
- 8+ years of experience in Customer Success, Account Management, or a related function, including 5+ years in a leadership role
- Proven track record of leading customer-facing teams that deliver measurable results in retention and expansion revenue
- Strong business acumen with the ability to translate data into strategic insights and action plans
- Excellent relationship-building and communication skills, with experience influencing cross-functional teams
- Deep understanding of customer success metrics, sales motions, and SaaS business models
- Experience using CRM and analytics tools (e.g., Salesforce, ChurnZero, Pendo) to drive strategy and decision-making
- Ability to thrive in a fast-moving, high-growth environment with a bias for execution