Senior Customer Success Manager

🔥 15 hours ago

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Petvisor

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

Healthcare Insurance • SaaS • Wellness

Petvisor is a company that specializes in providing mobile-enabled technologies to pet care professionals, helping them deliver better services to pets and their families. As a parent company to several tech companies within the veterinary health and pet services sectors, Petvisor offers tools to engage customers, streamline operations, and promote business growth. With a mission to bring together founder-led companies focused on improving the lives of pets, pet parents, and veterinarians, Petvisor aims to create a comprehensive pet health and wellness platform. Their technologies support various veterinary clinics and grooming facilities, reaching millions of pet parents.

📋 Description

• Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight • Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention • Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities • Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution • Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact • Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth • Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment • Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members

🎯 Requirements

• 3-5 years of experience in a Customer Success role, with a demonstrated track record of managing high-volume, complex books of business independently • Proven ability to manage and retain accounts through both high-touch relationship management and digital-scaled engagement strategies • Strong experience with ChurnZero or a comparable CS platform; Salesforce proficiency required • Demonstrated ability to multi-thread across stakeholders within a single account — navigating multiple contacts and decision-makers simultaneously • A skilled escalation manager — calm, decisive, and effective when handling high-stakes or sensitive customer situations without needing to escalate upward • Highly autonomous and self-directed; comfortable setting priorities and managing your book without day-to-day direction • Analytical and strategic — uses data to lead, not just report; can translate health signals into a clear action plan • Collaborative team contributor who actively shares knowledge and informally supports peers • Veterinary or healthcare industry experience is a strong plus

🏖️ Benefits

• 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