Manager, Customer Success

PetDesk, LLC.; Oregon; Ibrido; USD 106.000 - 112.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical coverage

HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision coverage

Life Insurance

Disability Insurance

Flexible Time Off

Paid Holidays

Parental Leave

Pawternity Leave

Pet Insurance Subsidy

Descrizione del lavoro

PetDesk is seeking a Manager, Customer Success to lead the Independent Customer Success team. The role coaches 7 CSMs across named and pooled models, ensuring consistent standards and measurable outcomes.

You will hire, onboard, and ramp new CSMs with clear 3, 6, and 12-month milestones, manage model transitions, and coordinate across Support, Product, and Implementation to reduce churn and drive adoption. Travel up to 25% may be required.

Competenze

• 5+ years of experience in Customer Success or similar
• 2+ years managing or leading a team
• Experience leading high-touch and digital CS models
• Proven record of reducing churn and improving retention
• Strong coaching and accountability
• Hiring, onboarding, and ramping CS staff
• Analytical and data-driven with health scores and dashboards
• Exceptional written and verbal communication
• Cross-functional collaboration with Support, Product and Sales
• Willing to travel up to 25%

Mansioni

• Lead day-to-day execution of independent CS team
• Coach 7 CSMs across named and pooled models
• Hire onboard and ramp new CSMs with clear milestones
• Manage model transitions and handoffs between CSMs
• Monitor queue health and ensure response times
• Ensure CSMs deliver Success Plans and Business Reviews
• Drive Adoption milestones and monitor CSAT and NPS signals
• Own churn and downgrade metrics with mitigation plans
• Travel up to 25% for on-sites and events
• Report weekly on activity, churn and saves to Director

Conoscenze

Team leadership

Coaching

Churn reduction

Data-driven

Hiring

Cross-functional

ChurnZero

Salesforce

Customer Success

Communication

Strumenti

ChurnZero

Salesforce

Guru

Descrizione del lavoro

About the role:

PetDesk is looking for a Manager, Customer Success to lead the day-to-day execution of our Independent Customer Success team. The team serves clinics through two engagement models: a named CSM model for clinics that need a dedicated partner, and a pooled, digital-first model that supports clinics at scale. The Director of Customer Success owns the frameworks and org-level strategy. This manager owns the execution layer: turning those frameworks into consistent team practice, coaching CSMs to measurable outcomes, and making sure no customer, escalation or save opportunity falls through the cracks. Our customers are veterinary practices, not SaaS buyers, so the right approach often looks different from a traditional CS playbook. You'll help the team meet clinics where they are, whether that's a named CSM partnership or a scaled pooled experience.

Apply if you're excited to:

• Manage, coach and develop a team of 7 CSMs across the named and pooled models through regular 1:1s, call and play reviews, performance feedback, goal setting and development plans
• Hire, onboard and ramp new CSMs against clear 3, 6 and 12-month outcomes, and review performance profiles at least quarterly
• Run both CS models day to day, making sure accounts sit in the right model and segment and move between models and CSMs with clean handoffs
• Balance named books equitably across CSMs based on account complexity, volume and capacity, and plan PTO coverage so response-time targets hold
• Monitor pooled queue health daily, including prioritization, response times, aging accounts and escalations, so nothing falls through the cracks
• Make sure named CSMs deliver Success Plans and Business Reviews to standard, and pooled CSMs run ChurnZero plays and one-to-many programs (webinars, virtual office hours) consistently
• Drive the Adoption milestone so new clinics graduate on time, and act on Launch CSAT, BR CSAT and NPS signals
• Own the team's churn and downgrade results, with visibility into account health and churn risk and mitigation plans built before issues escalates
• Serve as the team's escalation point, coaching CSMs through difficult customer situations and partnering with Support, Product and Implementation to resolve them
• 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 opp pipeline, queue health, adoption and NRR
• Drive consistent use of ChurnZero and Salesforce, and keep data accurate so reporting can be trusted
• Continuously 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 onsites, industry events and team gatherings

About you:

• 5+ years of experience in Customer Success, Account Management or a similar customer-facing role, with 2+ years managing or formally leading a team
• Experience leading both high-touch (named book) and scaled or digital (pooled, one-to-many) Customer Success models
• Proven record of reducing churn and downgrades, running save plays, and improving retention and NRR
• Strong ability to coach to performance, set clear expectations and hold team members accountable to measurable outcomes while keeping trust high
• Experience hiring, onboarding and ramping Customer Success team members
• Analytical and data-driven, with the ability to use health scores, usage data and dashboards to prioritize team activity and spot risk early
• Highly organized and process-minded, able 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
• Comfortable facilitating group settings, including webinars, virtual office hours and Business Reviews
• Strong cross-functional collaboration skills, particularly with Support, Implementation, Product and Sales
• ChurnZero or comparable Customer Success platform experience required
• Salesforce or similar CRM experience required; Guru or a similar knowledge base is a plus
• Able to travel up to 25%
• Veterinary industry experience is a plus

What success looks like:

• The team meets or exceeds its targets for churn, downgrades, retention and NRR. Targets are set with the Director, Customer Success and tracked as part of this role's performance goals
• Every cancellation and downgrade notice becomes a loss opp, and the team's save rate is measured against target and improves over time
• On-time Adoption milestone completion is measured against target, and every new clinic has a Success Plan
• Launch CSAT and BR CSAT are measured against target and stay at or above it
• All 7 CSMs have clear expectations and consistent coaching, meet activity and Business Review targets, and new hires ramp on schedule
• The pooled queue is consistently covered, with no aging accounts or missed response-time targets going unnoticed
• Escalations are actively managed and are resolved, routed and documented promptly
• Weekly reporting gives leadership a clear, accurate view of performance, risk and saves, backed by clean Salesforce and ChurnZero data
• Expansion opportunities are consistently identified and handed off to Sales
• Plays, workflows and team practices are regularly evaluated and improved based on performance and customer data

Benefits & Perks:

• 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

$106,000 - $112,000 a year

Performance Bonus:

In addition to the base pay, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals. PetDesk is committed to pay equity and transparency, from the candidate experience through every stage of employment. We put our best foot forward from day one with competitive, fair offers, so you don't have to negotiate your way to what you're worth. Compensation is benchmarked against industry market data and organized into pre-defined ranges for each role. We also believe great work deserves real recognition. Automatic annual increases tend to be small and spread evenly regardless of contribution, so we take a different approach. Adjustments are tied to clear performance criteria applied consistently to everyone, allowing us to invest most in the people making the biggest impact.

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair candidate review from multiple perspectives.