Manager, Independent Customer Success

• 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

• 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

• 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

• 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

Performance Bonus: In addition to the base pay, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals.

PetDesk is committed to pay equity and transparency, from the candidate experience through every stage of employment. We put our best foot forward from day one with competitive, fair offers, so you don't have to negotiate your way to what you're worth. Compensation is benchmarked against industry market data and organized into pre-defined ranges for each role.

We also believe great work deserves real recognition. Automatic annual increases tend to be small and spread evenly regardless of contribution, so we take a different approach. Adjustments are tied to clear performance criteria applied consistently to everyone, allowing us to invest most in the people making the biggest impact.