Independent Customer Success Managers focus primarily on individual veterinary practices, managing a portfolio of 400+ accounts and building strong relationships with practice managers and owners. They use a mix of personalized and scaled engagement to drive adoption, address customer needs, and identify opportunities for retention and growth. This role is well-suited for someone who excels at managing a high volume of individual customer relationships while using data and targeted communication to deliver consistent value at scale.
Apply if you’re excited to:
- Build trusted-advisor relationships with practice owners and managers through calls, targeted emails, and short videos
- Use health signals and product usage data to prioritize your book, spot risk early, and act before customers raise concerns
- Drive product adoption with tailored outreach matched to each practice's lifecycle stage
- Lead structured business reviews that demonstrate ROI
- Identify and qualify expansion opportunities by connecting customer outcomes to additional PetDesk solutions, and hand them to Sales to close
- Fully understand and document customer requests, engaging Support and Product as needed
- Share best practices, insights, and learnings with your fellow CSMs
About you:
- 1–2 years in Customer Success, or experience in an adjacent customer-facing role such as customer support, account coordination, or veterinary clinic operations
- Experience combining high-touch relationship management with digital, scaled engagement in a subscription business
- Excellent phone communication, organizational, and time management skills
- Tactful and poised in challenging conversations, including churn and escalation discussions
- Coachable and eager to build your Customer Success skills
- Experience with Salesforce, ChurnZero, or similar tools is 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
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 candidate review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
Skills Required
- 2-3 years of experience in a Customer Success role
- Experience managing subscription-based models
- Experience combining high-touch relationship management with digital-scaled engagement strategies
- Excellent phone communication skills
- Strong organizational and time management skills
- Ability to remain tactful and poised under pressure
- Ability to collaborate cross-functionally and work effectively in a team environment
- Interest in using customer data analytics to plan targeted communication campaigns
- High-touch customer success and digital engagement experience
- ChurnZero experience
- Salesforce, customer success tool, or automation tool experience
- Veterinary experience
What We Do
PetDesk offers CRM software for pet care providers to promote pet health.
