Customer Success Manager, Independent
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.
Skills
As published by lever · 4 questions · 2 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Other URL
Pick from a list (2)
- Are you legally authorized to work in the United States?
- Do you now, or will you in the future, require sponsorship for employment visa status (e.g., H-1B visa status, etc.) to work legally for our Company in the United States?
Written answers (2)
- Tell us about a time you helped recover an at-risk customer relationship. What steps did you take, and how did you drive the customer toward realizing value from the product?
- Describe a situation where you partnered with a customer to influence adoption, process change, or a strategic initiative. How did you navigate the conversation, and what impact did your approach have?