Manager, Customer Success

As the Manager of Customer Success, you will lead a high-performing SMB Customer Success team dedicated to supporting veterinary practices and hospitals. This role is both strategic and hands-on: You will be responsible for hiring, coaching, and developing a team that consistently delivers exceptional customer experiences and drives long-term retention and growth for PetDesk.

You’ll work cross-functionally with teams across Sales, Marketing, Implementation, Product, and Support to ensure a seamless customer journey. You’ll advocate for your team and customers by leveraging data to inform communications, prioritize product feedback, and shape scalable, impactful CS initiatives.

This is a high-impact role ideal for someone who is passionate about operational excellence, people leadership, and using technology and automation to deliver value at scale.

• Recruit, hire, and lead a team of CSMs focused on delivering remarkable customer experiences through automation, scalable 1:many strategies, and high-touch 1:1 engagement
• Coach and support new and experienced CSMs in building durable customer value, reducing churn, and driving account growth
• Serve as both a leader and mentor, helping your team meet and exceed performance goals and KPIs that align with company growth efforts
• Help evolve our digital approach, driving customer-centric improvements to workflows, communications, and resource delivery
• Lead strategic operations for your team—including managing churn and expansion forecasts, overseeing escalations, and ensuring timely and high-quality customer engagement throughout the lifecycle
• Analyze performance and customer data regularly to drive operational decisions, optimize processes, and guide customer outreach and training strategies
• Partner with cross-functional stakeholders and senior leadership to implement initiatives that elevate customer experience and team performance

• 2+ years of demonstrable success managing a Customer Success team at a technology-related company
• Demonstrable team leadership experience and the ability to monitor trends and use data to drive decision-making and team strategy
• Thrive in a high-growth environment with a strong drive, sense of accountability, and attention to detail
• Proven success using and optimizing with Salesforce or Customer Success software (Totango experience preferred)
• Record of success collaborating with all levels of internal management
• Experience navigating and resolving customer escalations
• Excellent leadership, organizational, problem-solving, and decision-making skills
• Experience in the CSM role and/or CS Certification is a plus

• 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

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. Together, we unite innovative solutions to empower veterinary professionals and enhance pet care worldwide. By consolidating industry-leading tools, we streamline workflows, improve communication, and deliver unmatched support—offering everything from custom websites to VoIP systems and direct booking. The company is dedicated to transforming the pet care industry.

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.

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