Customer Success Manager, Independent

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