Job description
About the role:
Customer Success Managers are at the heart of how PetDesk delivers value to our customers. They build trusted relationships with veterinary practices, drive product adoption and customer outcomes, and proactively identify opportunities to strengthen retention and growth. CSMs use customer data and insights to understand account health, anticipate challenges, and connect customers with the right resources and solutions. They live PetDesk’s value of customer excellence every day, keeping the customer at the center of every decision and helping practices get the most value from the platform.
Independent Customer Success Managers focus primarily on individual veterinary practices, managing a portfolio of 400+ accounts and building strong relationships with practice managers and owners. They use a mix of personalized and scaled engagement to drive adoption, address customer needs, and identify opportunities for retention and growth. This role is well suited for someone who excels at managing a high volume of individual customer relationships while using data and targeted communication to deliver consistent value at scale.
Apply if you’re excited to:
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.
Work in a team environment, coordinating efforts with your fellow team members, and share best practices, insights, and learnings across the CSM team
About you:
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!
Benefits & Perks:
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
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.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.