Manager, Independent Customer Success
About this role
About the role:
PetDesk is looking for a Manager, Independent Customer Success to lead the day-to-day execution of our Independent Customer Success team. The team serves clinics through two engagement models: a named CSM model for clinics that need a dedicated partner, and a pooled, digital-first model that supports clinics at scale.
The Director of Customer Success owns the frameworks and org-level strategy. This manager owns the execution layer: turning those frameworks into consistent team practice, coaching CSMs to measurable outcomes, and making sure no customer, escalation or save opportunity falls through the cracks.
Our customers are veterinary practices, not SaaS buyers, so the right approach often looks different from a traditional CS playbook. You'll help the team meet clinics where they are, whether that's a named CSM partnership or a scaled pooled experience.
Apply if you're excited to:
Manage, coach and develop a team of 7 CSMs across the named and pooled models through regular 1:1s, call and play reviews, performance feedback, goal setting and development plans
Hire, onboard and ramp new CSMs against clear 3, 6 and 12-month outcomes, and review performance profiles at least quarterly
Run both CS models day to day, making sure accounts sit in the right model and segment and move between models and CSMs with clean handoffs
Balance named books equitably across CSMs based on account complexity, volume and capacity, and plan PTO coverage so response-time targets hold
Monitor pooled queue health daily, including prioritization, response times, aging accounts and escalations, so nothing falls through the cracks
Make sure named CSMs deliver Success Plans and Business Reviews to standard, and pooled CSMs run ChurnZero plays and one-to-many programs (webinars, virtual office hours) consistently
Drive the Adoption milestone so new clinics graduate on time, and act on Launch CSAT, BR CSAT and NPS signals
Own the team's churn and downgrade results, with visibility into account health and churn risk and mitigation plans built before issues escalate
Serve as the team's escalation point, coaching CSMs through difficult customer situations and partnering with Support, Product and Implementation to resolve them
Coach the team to identify expansion opportunities and hand qualified opportunities to Sales
Report weekly to the Director, Customer Success on team activity, churn and downgrades, saves, loss opp pipeline, queue health, adoption and NRR
Drive consistent use of ChurnZero and Salesforce, and keep data accurate so reporting can be trusted
Continuously evaluate and improve plays, workflows and team practices based on customer and performance data, and surface recommendations to the Director
Travel up to 25% for customer onsites, industry events and team gatherings
About you:
5+ years of experience in Customer Success, Account Management or a similar customer-facing role, with 2+ years managing or formally leading a team
Experience leading both high-touch (named book) and scaled or digital (pooled, one-to-many) Customer Success models
Proven record of reducing churn and downgrades, running save plays, and improving retention and NRR
Strong ability to coach to performance, set clear expectations and hold team members accountable to measurable outcomes while keeping trust high
Experience hiring, onboarding and ramping Customer Success team members
Analytical and data-driven, with the ability to use health scores, usage data and dashboards to prioritize team activity and spot risk early
Highly organized and process-minded, able to manage people, priorities and volume through systems and consistent operating rhythms
Strong written and verbal communication skills, including presenting team performance and metrics to leadership
Comfortable facilitating group settings, including webinars, virtual office hours and Business Reviews
Strong cross-functional collaboration skills, particularly with Support, Implementation, Product and Sales
ChurnZero or comparable Customer Success platform experience required
Salesforce or similar CRM experience required; Guru or a similar knowledge base is a plus
Able to travel up to 25%
Veterinary industry experience is a plus
What success looks like:
The team meets or exceeds its targets for churn, downgrades, retention and NRR. Targets are set with the Director, Customer Success and tracked as part of this role's performance goals
Every cancellation and downgrade notice becomes a loss opp, and the team's save rate is measured against target and improves over time
On-time Adoption milestone completion is measured against target, and every new clinic has a Success Plan
Launch CSAT and BR CSAT are measured against target and stay at or above it
All 7 CSMs have clear expectations and consistent coaching, meet activity and Business Review targets, and new hires ramp on schedule
The pooled queue is consistently covered, with no aging accounts or missed response-time targets going unnoticed
Escalations are actively managed and are resolved, routed and documented promptly
Weekly reporting gives leadership a clear, accurate view of performance, risk and saves, backed by clean Salesforce and ChurnZero data
Expansion opportunities are consistently identified and handed off to Sales
Plays, workflows and team practices are regularly evaluated and improved based on performance and customer data
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
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
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.
Originally posted on Himalayas
