Sr. Customer Success Manager

About the role: Sr. Customer Success Managers own the post-sales experience for PetDesk's complex and high-value accounts, driving adoption, retention, and long-term growth while maximizing the return on a customer's technology investment. Sr. CSMs are responsible for ensuring the overall success of a high-volume book of business (400+), with a focus on accounts that require deeper strategic engagement and multi-stakeholder relationship management. They bring a sophisticated, data-driven approach to identifying risk and opportunity, and operate with a high degree of autonomy — setting their own priorities, leading complex escalations end-to-end, and serving as a resource and informal mentor to fellow CSMs. Successful Sr. CSMs have a deep understanding of PetDesk solutions and the veterinary landscape, and are trusted to navigate difficult situations independently.

Apply if you’re excited to: Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight

Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention

Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities

Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution

Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact

Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth

Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment

Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members

About you: 3-5 years of experience in a Customer Success role, with a demonstrated track record of managing high-volume, complex books of business independently

Proven ability to manage and retain accounts through both high-touch relationship management and digital-scaled engagement strategies

Strong experience with ChurnZero or a comparable CS platform; Salesforce proficiency required

Demonstrated ability to multi-thread across stakeholders within a single account — navigating multiple contacts and decision-makers simultaneously

A skilled escalation manager — calm, decisive, and effective when handling high-stakes or sensitive customer situations without needing to escalate upward

Highly autonomous and self-directed; comfortable setting priorities and managing your book without day-to-day direction

Analytical and strategic — uses data to lead, not just report; can translate health signals into a clear action plan

Collaborative team contributor who actively shares knowledge and informally supports peers

Veterinary or healthcare industry experience is a strong plus

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

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 performance review from multiple perspectives. Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.