Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 3 days ago

Manager, Customer Success

PetDesk10 open roles

Pay
$106,000 – $112,000 a year
Where
United States
Work mode
Remote
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManager, Customer SuccessPetDesk · United States

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on PetDesk's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.7% of postings close within 7 days. Measured by our own scanner across the market. PetDesk postings stay open a median of 38 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.5%3 days
  3. 12.7%7 days
  4. 20.4%14 days
  5. 35.6%30 days
  6. 58.7%60 days
This job: posted 3 days ago

PetDesk median: 38 days open

The posting

About the role:

PetDesk is looking for a Manager, 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 Sales
  • ChurnZero or comparable Customer Success platform experience required
  • Salesforce or similar CRM experience required; Guru or a similar knowledge base is a plus
  • Able to travel up to 25%
  • Veterinary industry experience is a plus

What success looks like:

  • The team meets or exceeds its targets for churn, downgrades, retention and NRR. Targets are set with the Director, Customer Success and tracked as part of this role's performance goals
  • Every cancellation and downgrade notice becomes a loss opp, and the team's save rate is measured against target and improves over time
  • On-time Adoption milestone completion is measured against target, and every new clinic has a Success Plan
  • Launch CSAT and BR CSAT are measured against target and stay at or above it
  • All 7 CSMs have clear expectations and consistent coaching, meet activity and Business Review targets, and new hires ramp on schedule
  • The pooled queue is consistently covered, with no aging accounts or missed response-time targets going unnoticed
  • Escalations are actively managed and are resolved, routed and documented promptly
  • Weekly reporting gives leadership a clear, accurate view of performance, risk and saves, backed by clean Salesforce and ChurnZero data
  • Expansion opportunities are consistently identified and handed off to Sales
  • Plays, workflows and team practices are regularly evaluated and improved based on performance and customer data

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.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against PetDesk's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on PetDesk's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    PetDesk's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.