Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of a complex portfolio independently, demonstrating strong judgment in prioritizing tasks and engagement strategies with minimal supervision.

• Establish and nurture multi-faceted relationships within veterinary practices by engaging with owners, practice managers, and essential staff to foster alignment and ensure long-term retention.

• Leverage customer data, health indicators, and product usage insights to proactively address risk mitigation, churn prevention, and identify significant growth opportunities.

• Manage escalations from start to finish — effectively navigating challenging customer scenarios, enlisting cross-functional resources as necessary, and ensuring issues are resolved.

• Promote PetDesk product adoption and enhance customer satisfaction through sophisticated, tailored communication strategies that position you as a strategic advisor rather than merely a point of contact.

• Recognize and influence expansion possibilities by linking customer outcomes to additional PetDesk solutions, with a focus on long-term account development.

• Conduct impactful business reviews that showcase measurable ROI and promote strategic alignment.

• Share best practices, insights, and experiences within the CSM team, aiding in playbook development and informally assisting in the growth of junior team members.

⛳️ Requirements

• 3-5 years of experience in a Customer Success role, showcasing a proven ability to independently manage high-volume, complex business portfolios.

• Demonstrated capability to manage and retain accounts through high-touch relationship management and digital engagement strategies.

• Strong expertise with ChurnZero or a similar CS platform; proficiency in Salesforce is essential.

• Proven ability to engage multiple stakeholders within a single account — adeptly managing numerous contacts and decision-makers simultaneously.

• An effective escalation manager — composed, decisive, and successful in handling high-stakes or sensitive customer situations without needing upward escalation.

• Highly autonomous and self-sufficient; comfortable with prioritizing tasks and managing your portfolio without daily oversight.

• Analytical and strategic thinker — utilizes data to guide actions, not merely report, and can translate health signals into actionable plans.

• Collaborative team player who actively shares knowledge and informally supports colleagues.

• Experience in the veterinary or healthcare industry is a significant advantage.

🏝️ Benefits

• Medical coverage for employees and their dependents (80-90% covered by the 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 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.