PetDesk – Customer Experience /Full-time Employee /Remote

About the role:

Customer Success Managers (CSM) own the post-sales experience at PetDesk, driving adoption and 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 take a proactive, data-driven approach and have 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
Use customer data, health signals, and product usage insights to proactively identify risk, drive adoption, and uncover growth opportunities.
Fully understand customer requests, document, and engage appropriate resources in support and product as needed
Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions.
Develop and implement tailored communication that provides continuous value to your team’s book of business, ensuring retention and driving long-term growth
Lead structured business reviews with veterinary practices to demonstrate ROI and align on growth opportunities.

About you:

2-3 years experience in a Customer Success role
Experience managing subscription-based models, combining high-touch relationship management with digital-scaled engagement strategies
Ideal candidates will have a combination of high-touch CS and digital engagement experience (ChurnZero 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 strategically plan communication campaigns strategically targeted to the segment and customer life-cycle stage
Experience with Salesforce, a Customer Success tool, or automation tools are 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
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

$26 - $28 an hour

We believe great work should be recognized and rewarded. Our compensation is grounded in industry data and designed to be competitive, transparent, and performance-driven. Rather than relying on automatic annual increases, we invest in the people making the biggest impact—creating meaningful opportunities for growth as you grow with us.

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 performance review from multiple perspectives.

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