Senior Customer Success Manager — Veterinary Practices

PetDesk, LLC.; United States; On-site; USD 106,000 - 112,000; Full time

Benefits offered by this job

Medical coverage for employees and/or;

Employer HSA contribution

401(k) match

Flexible Time Off

Parental Leave

Pet Insurance

Job summary

PetDesk, LLC. in the United States is seeking a Manager, Customer Success to lead day-to-day execution of our Independent Customer Success team serving veterinary clinics via named and pooled models.

You will coach 7 CSMs, hire and ramp new teammates, ensure proper handoffs, monitor queue health, drive adoption milestones, and report weekly on churn, retention and NRR. Travel up to 25% and collaborate with Support, Product and Sales.

Qualifications

• 5+ years in Customer Success or a similar role.
• 2+ years leading a team.
• Experience with named and pooled CS models.
• Proven churn reduction and retention improvements.
• Strong coaching, expectations and accountability.
• Data-driven with dashboards and health scores.

Responsibilities

• Lead 7 CSMs across named and pooled models.
• Hire, onboard and ramp new CSMs with clear milestones.
• Ensure correct model assignment and clean handoffs.
• Monitor queue health, response times and escalations.
• Deliver Adoption milestones and CSAT signals.
• Coach for expansion opportunities and collaborate with Sales.
• Weekly reporting on churn, downgrades, saves and KPI tracking.
• Collaborate with Support, Product and Sales to resolve issues.

Skills

Leadership

Customer Success

Coaching

Analytics

Collaboration

Sales alignment

Tools

ChurnZero

Salesforce

Guru knowledge base

Job description

PetDesk, LLC. in the United States is seeking a Manager, Customer Success to lead day-to-day execution of our Independent Customer Success team serving veterinary clinics via named and pooled models.

You will coach 7 CSMs, hire and ramp new teammates, ensure proper handoffs, monitor queue health, drive adoption milestones, and report weekly on churn, retention and NRR. Travel up to 25% and collaborate with Support, Product and Sales.