Customer Success Manager, Independent

PetDesk provides client engagement tools and a pet parent app that help veterinary clinics simplify operations and strengthen client relationships. The Independent Customer Success Manager will manage a portfolio of 400+ veterinary practice accounts, build customer relationships, drive product adoption, identify retention and expansion opportunities, and coordinate with internal teams to address customer needs.

Responsibilities:

• Build trusted-advisor relationships with practice owners and managers through calls, targeted emails, and short videos
• Use health signals and product usage data to prioritize your book, spot risk early, and act before customers raise concerns
• Drive product adoption with tailored outreach matched to each practice's lifecycle stage
• Lead structured business reviews that demonstrate ROI
• Identify and qualify expansion opportunities by connecting customer outcomes to additional PetDesk solutions, and hand them to Sales to close
• Fully understand and document customer requests, engaging Support and Product as needed
• Share best practices, insights, and learnings with your fellow CSMs

Requirements:

• 1–2 years in Customer Success, or experience in an adjacent customer-facing role such as customer support, account coordination, or veterinary clinic operations
• Experience combining high-touch relationship management with digital, scaled engagement in a subscription business
• Excellent phone communication, organizational, and time management skills
• Tactful and poised in challenging conversations, including churn and escalation discussions
• Coachable and eager to build your Customer Success skills
• Experience with Salesforce, ChurnZero, or similar tools is a plus
• Veterinary experience is a plus!