Sr. Customer Success Manager

Petvisor is a company focused on enhancing customer experiences in the veterinary sector. They are seeking a Senior Customer Success Manager to independently manage a complex book of business, build relationships with veterinary practices, and drive product adoption and customer satisfaction.

Responsibilities:

• 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

Requirements:

• 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