Sr. Customer Success Manager

June 17, 2026

Other Jobs To Apply

Apply if you’re excited to:<div> <ul> <li> Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight </li> <li> Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention </li> <li> Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities </li> <li> Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution </li> <li> 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 </li> <li> Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth </li> <li> Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment </li> <li> Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members </li> </ul> </div> About you:<div> <ul> <li> 3-5 years of experience in a Customer Success role, with a demonstrated track record of managing high-volume, complex books of business independently </li> <li> Proven ability to manage and retain accounts through both high-touch relationship management and digital-scaled engagement strategies </li> <li> Strong experience with ChurnZero or a comparable CS platform; Salesforce proficiency required </li> <li> Demonstrated ability to multi-thread across stakeholders within a single account — navigating multiple contacts and decision-makers simultaneously </li> <li> A skilled escalation manager — calm, decisive, and effective when handling high-stakes or sensitive customer situations without needing to escalate upward </li> <li> Highly autonomous and self-directed; comfortable setting priorities and managing your book without day-to-day direction </li> <li> Analytical and strategic — uses data to lead, not just report; can translate health signals into a clear action plan </li> <li> Collaborative team contributor who actively shares knowledge and informally supports peers </li> <li> Veterinary or healthcare industry experience is a strong plus </li> </ul> </div> Benefits & Perks:<div> <ul> <li>Medical coverage for employees and dependents (80-90% covered by employer)</li> <li>Employer HSA contribution with HDHP</li> <li>401(k) match up to 3.5% </li> <li>Dependent Care Flexible Spending Account (FSA)</li> <li>Dental & Vision coverage available </li> <li>Basic Life and AD&D Insurance</li> <li>Short and Long Term Disability</li> <li>Flexible Time Off & 12 Paid Annual Holidays</li> <li>Paid Parental Leave</li> <li>Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance</li> <li>$250 Annual Stipend for Learning and Development</li> </ul> </div> <div>$68,000 - $80,000 a year</div>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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