Manager, Customer Success

3 weeks ago

Naturaliste, Australia Petvisor Full time

Petvisor Other Side Of The Moon, Australia

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Petvisor Other Side Of The Moon, Australia

2 days ago Be among the first 25 applicants

Join to apply for the Manager, Customer Success role at Petvisor

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.

Apply If You're Excited To
  • Recruit, hire, and lead a team of CSMs focused on delivering remarkable customer experiences through automation, scalable strategies, and high-touch engagement
  • Coach and support new and experienced CSMs in building customer value, reducing churn, and driving account growth
  • Serve as a leader and mentor, helping your team meet and exceed performance goals and KPIs
  • 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 high-quality customer engagement throughout the lifecycle
  • Analyze performance and customer data to inform operational decisions, optimize processes, and guide outreach and training strategies
  • Partner with cross-functional stakeholders and senior leadership to implement initiatives that elevate customer experience and team performance
About You
  • 2+ years of success managing a Customer Success team at a technology-related company
  • Demonstrable team leadership experience and data-driven decision-making skills
  • Thrives in high-growth environments with strong drive and attention to detail
  • Experience with Salesforce or Customer Success software (Totango preferred)
  • Proven collaboration skills across management levels
  • Experience resolving customer escalations
  • Excellent leadership, organizational, problem-solving, and decision-making skills
  • CSM experience or certification 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 FSA
  • Dental & Vision coverage
  • Life and AD&D Insurance
  • Disability coverage
  • Flexible Time Off & 12 Paid Holidays
  • Paid Parental Leave
  • Pawternity Leave, Pet Adoption Support, Pet Insurance
  • $250 Learning & Development stipend

Petvisor unites innovative solutions to empower veterinary professionals and enhance pet care worldwide through its divisions PetDesk and Vetstoria, streamlining workflows and improving communication.

Our hiring process is based on "Who: The A Method of Hiring," with a typical 2-week timeline. No external recruiters please.

Notice for California applicants regarding data privacy is available at this link. By applying, you agree to our data processing policies.

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