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Customer Success Manager

PetDesk -
Remote

Apply Now

Job Details

Full-time
$26 - $28 an hour

Benefits

Paid parental leave
Health savings account
AD&D insurance
Paid holidays
Disability insurance
Health insurance
Dental insurance
Flexible spending account
Adoption assistance
Parental leave
Vision insurance
401(k) matching
Pet insurance

Qualifications

Managing customer accounts
Customer behavior analysis
Increasing user engagement
Customer relationship building
Customer retention strategy
Phone communication
Identifying new business opportunities
Veterinary experience
Account development
Mid-level
ROI
Managing clients in a customer support role
Salesforce Cloud
Data-driven problem-solving
Client growth strategy
CRM system proficiency
Strategic communications
Cross-functional collaboration
Customer growth strategy
Account management
2 years
Automation tools
Communication skills
Cross-functional communication
Time management

Full Job Description

About the role:

Customer Success Managers (CSMs) own the post-sales experience at PetDesk, driving adoption and retention and maximizing the return on a customer’s technology investment. CSMs are responsible for ensuring the overall success of 400+ accounts. They are adept at analyzing strategic customer activities and opportunities and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations. Successful CSMs are highly organized individuals who take a proactive, data-driven approach and have a deep understanding of PetDesk solutions.

Apply if you’re excited to:

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

About you:

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!

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
12 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development

Performance Bonus: In addition to the hourly base pay of $26–$28/hour, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Apply Now

Refine Your Search

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I want to receive the latest job alert for signal in remote

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