Sr. Customer Success Manager

• 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

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5% 
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available 
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.