Sr. Customer Success Manager

PetDesk

36d • $68,000 - $80,000

About The Position

This role involves independently managing a complex book of business, building strong relationships with veterinary practices, and driving product adoption and customer satisfaction. The Sr. Customer Success Manager will use data and insights to mitigate risks, save accounts from churn, and identify growth opportunities. They will own escalations, conduct business reviews demonstrating ROI, and contribute to team knowledge sharing and playbook development. The position requires a strategic advisor who can identify expansion opportunities and drive long-term account growth.

Requirements

• 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

Nice To Haves

• Veterinary or healthcare industry experience is a strong plus

Responsibilities

• 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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed