Digital Customer Success Manager
About the role
The Digital Customer Success Manager (DCSM) owns the post-sales experience at PetDesk, driving adoption, retention, and maximizing the return on a customer’s technology investment for our ‘Starter’ group of customers across all Petvisor brands. The DCSM is responsible for ensuring the overall success of 700+ accounts, supported by robust ChurnZero and Pendo automation.
The DCSM is adept at time management, discovery questions, and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, webinars, and conversations. Successful DCSM are highly organized individuals who utilize a proactive approach based on data and a deep understanding of PetDesk solutions.
- Focus on identifying growth opportunities through value-driven conversations
- Proactively reach out to customers through phone call engagement
- 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
- Leverage technology and manage a digital strategy to engage with a large book of business
- 1+ years of experience in Sales Development or Customer Success
- Ideal candidates will have 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 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!
- 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
- Paid 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
Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, Petvisor supports more than 10,000 veterinary clinics and over 400 grooming facilities and serves over 20 million pet parents worldwide.
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.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
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Our mission is to assemble founder-led companies that work together to improve the lives of pet parents, their pets, and the vets and service providers who care for them.
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