Note: The job is a remote job and is open to candidates in USA. Petvisor is a company that specializes in client engagement tools for veterinary clinics. They are seeking a Senior Customer Success Manager to own the post-sales experience for high-value accounts, driving adoption and retention while maximizing the return on technology investments.
Responsibilities
- Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight
- Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention
- Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities
- Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution
- Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact
- Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth
- Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment
- Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members
Skills
- 3-5 years of experience in a Customer Success role, with a demonstrated track record of managing high-volume, complex books of business independently
- Proven ability to manage and retain accounts through both high-touch relationship management and digital-scaled engagement strategies
- Strong experience with ChurnZero or a comparable CS platform; Salesforce proficiency required
- Demonstrated ability to multi-thread across stakeholders within a single account — navigating multiple contacts and decision-makers simultaneously
- A skilled escalation manager — calm, decisive, and effective when handling high-stakes or sensitive customer situations without needing to escalate upward
- Highly autonomous and self-directed; comfortable setting priorities and managing your book without day-to-day direction
- Analytical and strategic — uses data to lead, not just report; can translate health signals into a clear action plan
- Collaborative team contributor who actively shares knowledge and informally supports peers
- Veterinary or healthcare industry experience is a strong plus
Benefits
- 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
Company Overview