Manager, Enterprise Customer Success – Veterinary Software

🔥 10 hours ago

🦞 Maine, Texas – Remote

🦞 Maine – Remote 🤠 Texas – Remote

💵 $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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IDEXX

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1983

⚕️ Healthcare Insurance

🧬 Biotechnology

💰 Seed Round on 1984-01

Healthcare Insurance • Biotechnology

IDEXX is a global leader in pet healthcare innovation. It provides a wide range of diagnostic and software products and services aimed at creating clarity and improving pet healthcare. IDEXX offers services such as reference laboratories, in-house analyzers, SNAP tests, and veterinary software to support veterinarians in diagnosing and treating small animals, livestock, and equines. They also specialize in water testing solutions, which help ensure the safety and quality of various water types. IDEXX is known for its contributions to the veterinary field, enabling professionals to make informed decisions through cutting-edge technology and advanced insights.

📋 Description

• Manage the team responsible for overseeing and expanding IDEXX’s relationships with corporate veterinary customers. • Accountable for customer outcomes across enterprise account portfolio—including retention, expansion, product adoption, and overall customer health. • Lead, coach, and develop a team of Enterprise Customer Support Managers (CSMs) including hiring, onboarding, performance management, and career development. • Oversee enterprise account strategy in partnership with sales and ensure consistent execution of success plans, executive alignment, and value realization across key customers. • Act as an escalation leader for complex customer situations, balancing customer advocacy with sound business judgment and timely cross-functional resolution. • Drive retention and expansion programs for the enterprise segment in partnership with Sales, Marketing, and Product including risk prevention and growth planning. • Create and continuously improve repeatable playbooks, operating cadence, and best practices for customer engagement. • Partner cross-functionally (Sales, Marketing, Project Management, Support, and Product) to deliver a seamless, customer-first experience. • Use data, insights, and customer health signals to forecast risk and opportunity, prioritize team focus, and report on performance. • Ensure team capability across the IDEXX Veterinary Software portfolio by reinforcing product knowledge, workflow best practices, and effective customer communication. • Leverage programs and tools to run proactive customer success motions and performance management.

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing function, with enterprise customers preferred. • Bachelor's Degree and industry experience preferred. • 3+ years of people management experience including coaching, performance management, and talent development. • Ability to travel 25% of the time (up to 3 weeks per quarter) for field experience, key customer engagements and team development is required. • Strong executive presence and communication skills able to influence and build trust with c-suite customer stakeholders and senior internal partners. • Proven ability to drive retention and expansion outcomes by leading teams to execute proactive engagement, adoption, and risk mitigation strategies. • Strong analytical, problem-solving, and operational skills comfortable using data to prioritize work, forecast risk/opportunity, and measure impact. • Experience with SaaS, customer success tooling like Gainsight, and CRM systems like Salesforce; ability to rapidly learn and support the IDEXX Veterinary Software portfolio and related tools and integrations. • Cross-functional leadership skills able to align Sales, Support, Product, and Implementation teams and clarify ownership to improve the end-to-end customer experience. • Demonstrated ability to lead through ambiguity and change in a dynamic, fast-paced environment; comfortable balancing strategic work with hands-on problem solving. • Ability to build scalable processes and playbooks, and to reinforce consistent execution across a distributed or hybrid team. • Continuous improvement mindset; curious, coachable, and committed to raising capability for yourself, your team, and the organization.

🏖️ Benefits

• Health / Dental / Vision Benefits day-one • 5% matching 401k • On-the-job training and career advancement opportunities • Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more