Drive PetDesk product adoption and customer satisfaction through targeted and consistent communications that build your relationship as a trusted advisor to veterinary owners and practice managers
Use customer data, health signals, and product usage insights to proactively identify risk, drive adoption, and uncover growth opportunities.
Fully understand customer requests, document, and engage appropriate resources in support and product as needed
Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions.
Develop and implement tailored communication that provides continuous value to your team’s book of business, ensuring retention and driving long-term growth
Lead structured business reviews with veterinary practices to demonstrate ROI and align on growth opportunities.
Work in a team environment, coordinating efforts with your fellow team members, and share best practices, insights, and learnings across the CSM team

2-3 years experience in a Customer Success role
Experience managing subscription-based models, combining high-touch relationship management with digital-scaled engagement strategies
Ideal candidates will have a combination of high-touch CS and digital engagement experience (ChurnZero experience is a plus)
Excellent phone communication, organizational, and time management skills
Tactful and poised under pressure when dealing with challenging interpersonal situations
Thrives in cross-functional collaboration and working closely with others in a team environment
Curious about customer trends; interested in utilizing data analytics to strategically plan communication campaigns strategically targeted to the segment and customer life-cycle stage
Experience with Salesforce, a Customer Success tool, or automation tools are a plus
Veterinary experience is a plus!

Customer Success Manager

Key skills