Sr. Director, Customer Success

About this role

The Senior Director of Customer Success will lead a dynamic team, ensuring PetDesk customers receive a seamless, high-quality experience across the customer journey. In this role, you will collaborate cross-functionally with Sales, Marketing, Implementation, Support, Product, and other teams to help customers recognize success and value with the PetDesk suite of products. As a result, you will decrease churn, drive retention, and contribute to revenue growth. This leadership position requires a strong focus on data-driven decision-making, automation, and Customer Success (CS) strategies while leveraging tools such as Totango, Salesforce, and Zendesk to optimize operations and communications. You will also play a crucial role in building and iterating on a Scaled CS Program that enables success at scale while supporting your team’s development and growth.

• Design and build a multi-product Customer Success strategy, ensuring consistent focus on customer experience, adoption and value realization
• Mentor and coach your team to develop customer-centric strategies, reduce churn, and drive expansion
• Design and iterate on the customer journey and segmentation, ensuring each stage is tailored to customer personas, channels, and motivations. Establish a scalable CS program that aligns with PetDesk’s growth and customer success initiatives
• Stay closely aligned with Sales, Implementation, and Support to maintain and enhance hand offs across the customer journey
• Partner with Marketing and Product teams to ensure product releases and bugs are addressed with detail - supporting enablement and documentation for internal use
• Use analytics and customer data to make informed decisions on operational improvements, customer communications, and process enhancements. Ensure accurate tracking and reporting of customer health, churn, and expansion metrics
• Leverage Customer Success tools (e.g., Totango/ChurnZero, Salesforce, Gong) to enhance operations across multiple channels, automate processes, and scale customer engagements
• Continuously improve and iterate the Digital CS Program to meet changing customer needs
• Own the strategy for reducing gross monthly recurring revenue (MRR) churn to 0.8% within 12 months. Implement strategies that drive customer engagement, growth, and long-term retention
• Recruit, hire, and lead a high-performing Customer Success team (15 Individual Contributors and 2 Managers)

• 7+ years of Customer Success experience, with at least 3 years in a leadership role
• Demonstrated success leading teams in a high-growth SaaS environment
• Proven experience building out customer success programs and materials to ensure a team is armed to deliver customer value
• Exceptional leadership skills with experience building, developing, and mentoring a high-performing Customer Success team. Ability to coach team members to success while maintaining high accountability standards
• Strong expertise in analytics, with a proven ability to make data-driven decisions and present actionable insights to stakeholders. Experience managing Customer Success tools such as Totango, Salesforce, and Zendesk
• Proven ability to work cross-functionally with teams such as Sales, Marketing, Implementation, and Product to improve the customer journey and implement strategic initiatives
• Adept at resolving customer escalations and driving outcomes through strong problem-solving skills. Demonstrated ability to prioritize, make strategic decisions, and motivate your team to achieve goals in a fast-paced environment
• Passionate about delivering remarkable customer experiences, reducing churn, and driving long-term value for both customers and the business
• Hands-on experience with CX tools and platforms (e.g., Totango, Zendesk) and a strong understanding of how to leverage these systems to optimize customer outcomes
• Experience working with institutional investors or scaling Customer Success in preparation for institutional investment

• 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

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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