About the role

The Digital Customer Success Manager (DCSM) owns the post-sales experience at PetDesk, driving adoption, retention, and maximizing the return on a customer’s technology investment for our ‘Starter’ group of customers across all Petvisor brands. The DCSM is responsible for ensuring the overall success of 700+ accounts, supported by robust ChurnZero and Pendo automation.

The DCSM is adept at time management, discovery questions, and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, webinars, and conversations. Successful DCSM are highly organized individuals who utilize a proactive approach based on data and a deep understanding of PetDesk solutions.

Apply if you're excited to:

Focus on identifying growth opportunities through value-driven conversations
Proactively reach out to customers through phone call engagement
Work in a team environment, coordinating efforts with your fellow team members, and share best practices, insights, and learnings across the CSM team
Drive PetDesk product adoption and customer satisfaction through targeted and consistent communications that build your relationship as a trusted advisor to veterinary owners and practice managers
Apply critical thinking and data analytics to proactively manage and address customer success and related issues throughout the customer life cycle
Fully understand customer requests, document and engage appropriate resources in support and product as needed
Leverage technology and manage a digital strategy to engage with a large book of business

About You

1+ years of experience in Sales Development or Customer Success
Ideal candidates will have digital engagement experience (ChurnZero experience is a plus)
Excellent phone communication, organizational, and time management skills
Tactful and poised under pressure when dealing with challenging interpersonal situations
Thrives in cross-functional collaboration and working closely with others in a team environment
Curious about customer trends; interested in utilizing data analytics to plan communication campaigns strategically targeted to the segment and customer life-cycle stage
Experience with Salesforce, a CS tool, or automation tools is a plus
Veterinary experience is a plus!

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
Paid 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