Job description

About the role: 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.

Requirements

Must-haves

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
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

Nice-to-haves

Experience with Salesforce, ChurnZero, or similar tools is a plus
Veterinary experience is a plus!

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: lever
Effort: quick

Benefits

Benefits detected in the listing.

Dental

Vision

401(K)

Parental Leave