Sr. Manager, Customer Success

PetDesk is seeking a Sr. Manager, Customer Success to lead Customer Success Manager teams supporting the Independent Market, a $20M portfolio and key growth opportunity. This role focuses on strengthening customer relationships, increasing adoption, improving retention, and driving expansion revenue through scalable customer success frameworks and cross-functional alignment with Sales, Marketing, and Product.

• Lead, coach, and develop a high-performing team of Customer Success Managers focused on adoption, retention, and revenue expansion within the Independent Market
• Define performance metrics tied to renewals, expansion, and customer satisfaction; run regular reviews and feedback loops to drive accountability
• Partner with Sales leadership on account growth strategies, including segmentation, targeting, and expansion playbooks
• Collaborate with Sales, Marketing, and Product to ensure consistent messaging, feedback integration, and product alignment
• Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address risks
• Evolve customer success frameworks, processes, and tools to improve efficiency and scalability
• Champion the voice of the customer to inform product roadmap and go-to-market strategy
• Drive organizational alignment on key customer initiatives supporting retention, expansion, and long-term value
• Build a culture of ownership, accountability, and revenue mindset across the CSM team

• 8+ years of experience in Customer Success, Account Management, or a related function
• 5+ years of people leadership experience
• Proven success leading customer-facing teams delivering measurable retention and expansion revenue outcomes
• Strong business acumen with ability to translate data into strategic insights and action plans
• Excellent relationship-building and communication skills; ability to influence cross-functional teams
• Deep understanding of customer success metrics, sales motions, and SaaS business models
• Experience using CRM and analytics tools such as Salesforce, ChurnZero, and Pendo
• Ability to thrive in a fast-moving, high-growth environment with strong execution focus

• Bonus: 10% annual performance bonus, paid quarterly (in addition to base salary range; base range not provided)
• Benefits: medical coverage for employees and dependents (80–90% employer-covered), employer HSA contribution with HDHP, 401(k) match up to 3.5%, Dependent Care FSA, dental and vision options, basic life and AD&D insurance, short- and long-term disability
• Time off: flexible time off and 12 paid annual holidays
• Family/pet perks: paid parental leave, pawternity leave, financial pet adoption support, subsidized pet insurance
• Development: $250 annual learning and development stipend
• Hiring process: approximately 2-week standardized interview timeline
• Other: no external recruiters; AI tools may be used to support parts of the hiring process; final decisions made by humans