Customer Success Manager, Independent

Customer Success Manager, Independent

United States

PetDesk - Customer Experience /

Full-time Employee /

Remote

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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

$26 - $28 an hour

Performance Bonus: In addition to the hourly base pay of $26-$28/hour, 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.

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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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