Manager, Independent Customer Success

PetDesk

15d•$106,000 - $112,000

About The Position

PetDesk is seeking a Manager, Independent Customer Success to lead the day-to-day execution of its Independent Customer Success team. The team serves veterinary clinics through two engagement models: a named CSM model for clinics needing a dedicated partner and a pooled, digital-first model supporting clinics at scale. The Director of Customer Success owns frameworks and organization-level strategy; this manager translates those frameworks into consistent team practices, coaches CSMs toward measurable outcomes, and ensures customer needs, escalations, and save opportunities are addressed. The manager leads and develops seven CSMs across both models, operates the team’s workflows and account coverage, and owns team results for churn, downgrades, retention, and NRR. The role includes coaching, hiring and onboarding, queue and account oversight, escalation management, adoption and customer satisfaction outcomes, cross-functional coordination, and weekly performance reporting to the Director of Customer Success. The manager also improves plays and processes using customer and performance data and travels up to 25% for customer onsite visits, industry events, and team gatherings.

Requirements

At least 5 years of experience in Customer Success, Account Management, or a similar customer-facing role.
At least 2 years of experience managing or formally leading a team.
Experience leading both high-touch named-book and scaled or digital pooled, one-to-many Customer Success models.
A proven record of reducing churn and downgrades, running save plays, and improving retention and NRR.
Ability to coach to performance, set clear expectations, and hold team members accountable to measurable outcomes while maintaining trust.
Experience hiring, onboarding, and ramping Customer Success team members.
Analytical and data-driven approach, including the ability to use health scores, usage data, and dashboards to prioritize team activity and identify risk early.
Strong organizational and process-management skills, including the ability to manage people, priorities, and volume through systems and consistent operating rhythms.
Strong written and verbal communication skills, including presenting team performance and metrics to leadership.
Ability to facilitate group settings, including webinars, virtual office hours, and Business Reviews.
Strong cross-functional collaboration skills, particularly with Support, Implementation, Product, and Sales.
Experience with ChurnZero or a comparable Customer Success platform.
Experience with Salesforce or a similar CRM.
Ability to travel up to 25%.

Nice To Haves

Guru or a similar knowledge base experience.
Veterinary industry experience.

Responsibilities

Manage, coach, and develop seven CSMs across named and pooled models through regular one-on-ones, call and play reviews, performance feedback, goal setting, and development plans.
Hire, onboard, and ramp new CSMs against 3-, 6-, and 12-month outcomes, and review performance profiles at least quarterly.
Run both Customer Success models day to day, ensuring accounts are assigned to appropriate models and segments and that transitions between models and CSMs have clean handoffs.
Balance named account books equitably based on account complexity, volume, and capacity, and plan PTO coverage to maintain response-time targets.
Monitor pooled queue health daily, including prioritization, response times, aging accounts, and escalations.
Ensure named CSMs deliver Success Plans and Business Reviews to standard, and pooled CSMs consistently run ChurnZero plays and one-to-many programs such as webinars and virtual office hours.
Drive completion of the Adoption milestone for new clinics and act on Launch CSAT, BR CSAT, and NPS signals.
Own team churn and downgrade results, maintain visibility into account health and churn risk, and establish mitigation plans before issues escalate.
Serve as the team’s escalation point, coach CSMs through difficult customer situations, and partner with Support, Product, and Implementation to resolve issues.
Coach the team to identify expansion opportunities and hand qualified opportunities to Sales.
Report weekly to the Director, Customer Success on team activity, churn and downgrades, saves, loss opportunity pipeline, queue health, adoption, and NRR.
Drive consistent use of ChurnZero and Salesforce and maintain accurate data for reliable reporting.
Evaluate and improve plays, workflows, and team practices based on customer and performance data, and surface recommendations to the Director.
Travel up to 25% for customer onsite visits, industry events, and team gatherings.
Ensure cancellation and downgrade notices are recorded as loss opportunities and that save rates are measured against targets and improve over time.
Ensure new clinics have Success Plans, Adoption milestones are completed on time, and Launch CSAT and BR CSAT meet or exceed targets.
Ensure all CSMs have clear expectations and consistent coaching, meet activity and Business Review targets, and new hires ramp on schedule.
Keep the pooled queue consistently covered and ensure aging accounts and missed response-time targets are identified.
Ensure escalations are actively managed, resolved or routed, and documented promptly.
Ensure expansion opportunities are consistently identified and handed off to Sales.

Benefits

Medical coverage for employees and dependents, with 80–90% covered by the employer.
Employer HSA contribution with an HDHP.
401(k) match up to 3.5%.
Dependent Care Flexible Spending Account (FSA).
Dental coverage available.
Vision coverage available.
Basic Life and AD&D Insurance.
Short- and long-term disability coverage.
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.
Performance-based bonus tied to predetermined KPIs and individual performance goals.