Senior Customer Success Manager — Veterinary Clinics

PetDesk, LLC.; Oregon; Hybrid; USD 106,000 - 112,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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%

Responsibilities

• 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

Skills

Team leadership

Coaching

Churn reduction

Data-driven

Hiring

Cross-functional

ChurnZero

Salesforce

Customer Success

Communication

Tools

ChurnZero

Salesforce

Guru

Job description

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.