Manager, Enterprise Customer Success - Veterinary Software

IDEXX

5d • $125,000 • Hybrid

About The Position

As a leader in the Veterinary Software Customer Success team, you will manage the team responsible for overseeing and expanding IDEXX’s relationships with our corporate veterinary customers. You will be accountable for customer outcomes across our enterprise account portfolio—including retention, expansion, product adoption, and overall customer health—while scaling a consistent, high-quality customer experience. You will coach and develop a team of Enterprise Customer Success Managers (CSMs) who serve as the voice of the customer and are trusted advisors to corporate stakeholders. You will partner closely with Sales Professionals, Project Managers, Implementation Specialists, Product, and Support teams to remove friction across the customer journey, drive best-practice adoption, and deliver measurable value. You will stay current on product portfolio advancements to ensure customer value realization while proactively identifying and mitigating attrition risk across the segment. This role is hybrid and/or virtual office based, with up to 3 weeks of travel per quarter required for field experience, key customer engagements, and team development. You will leverage a wide array of programs and tools to run proactive customer success motions, operational cadence, and performance management enabling you to represent IDEXX as a true ambassador and to be viewed by customers as a trusted partner. You will be accountable for prioritization and execution across the team, establishing clear expectations, creating repeatable playbooks, and developing talent while also driving your own professional development and growth. This is a leadership opportunity that blends people management, strategic account oversight, and operational excellence. You will help shape how IDEXX Veterinary Software engages enterprise customers, ensuring the team is equipped to improve utilization and engagement across our products and services while operating in a way that supports employee well-being and sustainable performance.

Requirements

• 3+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing function, with enterprise customers preferred.
• Bachelor's Degree and industry experience preferred.
• 3+ years of people management experience including coaching, performance management, and talent development.
• Strong executive presence and communication skills able to influence and build trust with c-suite customer stakeholders and senior internal partners.
• Proven ability to drive retention and expansion outcomes by leading teams to execute proactive engagement, adoption, and risk mitigation strategies.
• Strong analytical, problem-solving, and operational skills comfortable using data to prioritize work, forecast risk/opportunity, and measure impact.
• Experience with SaaS, customer success tooling like Gainsight, and CRM systems like Salesforce; ability to rapidly learn and support the IDEXX Veterinary Software portfolio and related tools and integrations.
• Cross-functional leadership skills able to align Sales, Support, Product, and Implementation teams and clarify ownership to improve the end-to-end customer experience.
• Demonstrated ability to lead through ambiguity and change in a dynamic, fast-paced environment; comfortable balancing strategic work with hands-on problem solving.
• Ability to build scalable processes and playbooks, and to reinforce consistent execution across a distributed or hybrid team.
• Continuous improvement mindset; curious, coachable, and committed to raising capability for yourself, your team, and the organization.

Responsibilities

• Lead, coach, and develop a team of Enterprise CSMs including hiring, onboarding, performance management, and career development.
• Establish clear team goals, expectations, and success measures aligned to retention, expansion, adoption, and customer satisfaction outcomes.
• Oversee enterprise account strategy in partnership with sales and ensure consistent execution of success plans, executive alignment, and value realization across key customers.
• Act as an escalation leader for complex customer situations, balancing customer advocacy with sound business judgment and timely cross-functional resolution.
• Drive retention and expansion programs for the enterprise segment in partnership with Sales, Marketing, and Product including risk prevention and growth planning.
• Create and continuously improve playbooks, operating cadence, and best practices for customer engagement, including business reviews, health checks, and adoption motions.
• Partner cross-functionally (Sales, Marketing, Project Management, Support, and Product,) to deliver a seamless, customer-first experience aligned with IDEXX’s mission and service standards.
• Use data, insights, and customer health signals to forecast risk and opportunity, prioritize team focus, and report on performance to leadership.
• Ensure team capability across the IDEXX Veterinary Software portfolio by reinforcing product knowledge, workflow best practices, and effective customer communication.
• Build a culture of accountability, collaboration, and continuous improvement, identifying systemic friction points and driving process improvements that scale.
• Communicate complex technical and business topics clearly and professionally to executive and frontline audiences, both internally and externally.
• Leverage and improve systems and tooling (e.g., Salesforce and Gainsight) to enable consistent execution, efficient workflows, and measurable outcomes.

Benefits

• Targeted salary of up to $125K annual
• Opportunity for annual cash bonus
• Day-One On the job training and career advancement opportunities (experience NOT required)
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, foundation donation matching, and much more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager