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.

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

1. 2+ years of successful experience managing a Customer Success team at a technology-related company.
2. Demonstrable team leadership skills and the ability to use data to drive decision-making and strategy.
3. Thrives in a high-growth environment with a strong drive, accountability, and attention to detail.
4. Proven success with Salesforce or Customer Success software (Totango experience preferred).
5. Experience collaborating with all levels of management.
6. Experience navigating and resolving customer escalations.
7. Excellent leadership, organizational, problem-solving, and decision-making skills.
8. 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 & 13 Paid Holidays annually.
• Paid Parental Leave.
• Pawternity Leave, Pet Adoption Support, & Subsidized Pet Insurance.
• $250 Annual Stipend for Learning and Development.

Petvisor operates through two divisions: PetDesk in North America and Vetstoria in EMEA and APAC. We unite innovative solutions to empower veterinary professionals and enhance pet care worldwide by streamlining workflows, improving communication, and providing comprehensive support, from custom websites to VoIP systems and direct booking.

Our hiring process is based on "Who: The A Method of Hiring" and typically takes about 2 weeks. We do not consider external recruiting agencies.

Notice for Applicants Residing in California

Depending on your location, the California Consumer Privacy Act (CCPA) may regulate how we handle your data. Our full privacy notice is available at the provided link. By submitting your application, you agree to our data processing practices.