Sr. Manager, Customer Success
About The Position
PetDesk is looking for a Senior Manager of Customer Success to lead our CSM teams serving the Independent Marketâa $20M portfolio and our biggest opportunity for growth. In this role, youâll manage and develop a team of Customer Success Managers to strengthen customer relationships, increase product adoption, drive retention, and grow revenue. Youâll focus on building a repeatable, scalable approach to customer success while working closely with Sales, Marketing, and Product to create a coordinated strategy that delivers results for our veterinary customers.
Requirements
- 8+ years of experience in Customer Success, Account Management, or a related function, including 5+ years in a leadership role
- Proven track record of leading customer-facing teams that deliver measurable results in retention and expansion revenue
- Strong business acumen with the ability to translate data into strategic insights and action plans
- Excellent relationship-building and communication skills, with experience influencing cross-functional teams
- Deep understanding of customer success metrics, sales motions, and SaaS business models
- Experience using CRM and analytics tools (e.g., Salesforce, ChurnZero, Pendo) to drive strategy and decision-making
- Ability to thrive in a fast-moving, high-growth environment with a bias for execution
Responsibilities
- Lead, coach, and develop a high-performing team of Customer Success Managers focused on adoption, retention, and revenue expansion within the Independent Market
- Establish clear performance metrics tied to renewal, expansion, and customer satisfaction goals; drive accountability through regular reviews and feedback loops
- Partner with Sales leadership to build and refine account growth strategies, including segmentation, targeting, and expansion playbooks
- Collaborate cross-functionally with Sales, Marketing, and Product to ensure consistent customer messaging, feedback integration, and product alignment
- Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address risks
- Evolve success frameworks, processes, and tools to increase team efficiency and scalability
- Champion the voice of the customer â ensuring insights inform product roadmap and go-to-market strategies
- Drive alignment on key customer initiatives across the organization to support retention, expansion, and long-term value realization
- Inspire a culture of ownership, accountability, and revenue mindset within the CSM team
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
Number of Employees
101-250 employees
