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Customer Success Manager 🔥

Customer Success Managers (CSM) own the post-sales experience at PetDesk, driving adoption, retention, and maximizing the return on a customer’s technology investment. CSMs are responsible for ensuring the overall success of 400+ accounts. They are adept at analyzing strategic customer activities and opportunities and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations. Successful CSMs are highly organized individuals who utilize a proactive approach based on data and a deep understanding of PetDesk solutions.

Apply if you’re excited to:

  • Work in a team environment, coordinating efforts with your fellow team members, and share best practices, insights, and learnings across the CSM team
  • Drive PetDesk product adoption and customer satisfaction through targeted and consistent communications that build your relationship as a trusted advisor to veterinary owners and practice managers
  • Apply critical thinking and data analytics to proactively manage and address customer success and related issues throughout the customer life-cycle
  • Fully understand customer requests, document and engage appropriate resources in support and product as needed
  • Identify additional services and solutions opportunities for upsell
  • Develop and implement tailored communication that provides continuous value to your team’s book of business, ensuring retention and driving long-term growth
  • Drive ongoing cadence with customers to report on critical metrics and to raise awareness and value around PetDesk

About you

  • 1+ years experience in a Customer Success role
  • Ideal candidates will have a combination of high-touch CS and digital engagement experience (Totango experience is a plus)
  • Excellent phone communication, organizational, and time management skills
  • Tactful and poised under pressure when dealing with challenging interpersonal situations
  • Thrives in cross-functional collaboration and working closely with others in a team environment
  • Curious about customer trends; interested in utilizing data analytics to plan communication campaigns strategically targeted to the segment and customer life-cycle stage
  • Experience with Salesforce, a CS tool, or automation tools is a plus
  • Veterinary experience is a plus!

Benefits & Perks

PetDesk is a remote organization focused on a culture, infrastructure, and ecosystem that supports team members’ participation in critical decisions and information sharing, regardless of location. Benefits and perks include:

  • 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
  • 13 Paid Annual Holidays
  • Paid Parental Leave
  • Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
  • $250 Annual Stipend for Learning and Development
Pay Range

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