PetDesk

About the role: PetDesk is looking for a Manager, Independent Customer Success to lead the day-to-day execution of our Independent Customer Success team. The team serves clinics through two engagement models: a named CSM model for clinics that need a dedicated partner, and a pooled, digital-first model that supports clinics at scale. The Director of Customer Success owns the frameworks and org-level strategy. This manager owns the execution layer: turning those frameworks into consistent team practice, coaching CSMs to measurable outcomes, and making sure no customer, escalation or save opportunity falls through the cracks. Our customers are veterinary practices, not SaaS buyers, so the right approach often looks different from a traditional CS playbook. You'll help the team meet clinics where they are, whether that's a named CSM partnership or a scaled pooled experience. Apply if you're excited to: 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 About you: 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 Sale

**About the role:** PetDesk’s Support team handles thousands of conversations every month with veterinary clinics and pet parents, and the way we deliver that support is changing fast. This role exists to lead our frontline team through that change while keeping the experience customers rely on every day running smoothly. Your job is to coach and develop the team, help new hires ramp quickly, and set clear standards for quality. You will improve workflows and use AI to help customers get answers quickly, while ensuring team members spend their time where they add the most value. You will use data and customer insights to spot trends and pain points, and bring that voice of the customer to Support leadership and Product. You will work closely with these colleagues to ensure a consistent experience for every customer and pitch in wherever the team needs you. **Apply if you’re excited to:** • Lead, coach, and grow a frontline support team that helps veterinary clinics and pet parents succeed with our products • Onboard new team members and build consistent quality, confidence, and ownership across the team • Run daily support operations across every channel, keeping queues healthy and escalations moving • Rethink how support gets done, using automation, AI, and smarter workflows so more issues are fully resolved the first time, and customers can stay in channel and reach a person when they need one • Dig into support data and customer feedback to find trends, root causes (including repeat contacts and rework), and opportunities that make a real difference • Partner with Product and other teams to turn customer insights into better products and fewer repeat problems • Talk directly with customers, earn their trust, and jump in wherever the team needs a hand **About You:** • 5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment • 2+ years of people leadership experience managing a frontline support team, including onboarding and coaching new hires • Track record of improving customer outcomes, such as CSAT, fewer repeat contacts, and less rework, while keeping response and resolution times healthy • Hands-on experience with support platforms such as Zendesk, including workflows, reporting, and automation • Experience building or deploying customer-facing AI or chat experiences (such as virtual agents or support platform AI features) and surfacing the right knowledge for agents who support multiple products • Strong analytical skills, with the ability to turn support data and customer feedback into clear, practical improvements • Excellent communication skills, with the confidence to engage customers directly and influence cross-functional partners **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 • 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 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.