Customer Success Manager - VetSoft

As a Customer Success Manager (“CSM”) you would be responsible for managing the relationship between IDEXX and a targeted subset of our customers with a goal of expanding the lifetime value of the customer. You will be the voice of the customer and focused on their continued success with our products and services.

You will work closely with Sales Professionals, Marketing, Product and Project Managers, Product Specialists, and Field Representatives to develop strategies to maintain and expand your account portfolio through education, promotion of integrated solutions and professional services, and consulting on adoption of best practices.

This is a dynamic, fast-paced role where every day brings new opportunities to make a meaningful impact across our broad and evolving product portfolio.

The Customer Success Manager positions are hybrid and/or virtual office based, with up-to 1-2 weeks of travel per quarter required for practice field experience and perspective.

You would utilize a wide array of programs to plan and strategize your proactive customer engagement efforts enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. 

You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth.

The Customer Success Manager position is a career opportunity that utilizes your collaborative, communication, consultative and technical skills, to help improve the utilization and engagement of practices with IDEXX VSS VetSoft products  You would work for a Company that is committed to your success, invested in each employee and cares about your well-being and work-life balance.

Key Responsibilities

• Build and maintain trusted relationships with customers, peers, and internal partners to drive customer satisfaction and long-term success.
• Communicate effectively to understand customer goals, identify solutions, and coordinate resources for timely and accurate resolution.
• Provide guidance on product utilization, workflow best practices, and service optimization to ensure customers achieve maximum value.
• Support customer retention and growth through proactive engagement and collaboration on adoption and marketing initiatives.
• Work across a diverse range of IDEXX solutions, demonstrating the ability to pivot between products, priorities, and processes in response to changing customer needs and business demands.
• Collaborate cross-functionally to deliver a seamless, customer-first experience aligned with IDEXX’s mission to enhance the health and well-being of pets, people, and livestock around the world.

What You Need to Succeed:

• 3+ years in a customer-facing role with a proven ability to build trust-based relationships.
• Exceptional written and verbal communication skills, with the ability to collaborate, influence, and earn confidence at all levels.
• Consultative mindset—skilled at asking thoughtful questions, understands workflows and business goals, tailoring recommendations to drive customer value.
• Strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities effectively.
• Proven adaptability and comfort leading customers through change in dynamic, fast-paced environments where experience with workflow guidance and technology adoption is critical.
• Experience with SaaS or web-based applications and the ability to rapidly learn and support the IDEXX VetSoft PIMS portfolio—ezyVet, Cornerstone, and Neo—and related tools and integrations.  (prior IDEXX PIMS experience preferred)
• Collaborative, resourceful, and proactive—drives solutions, not just issue identification and owns customer outcomes with accountability and follow-through.
• Maintains composure and professionalism during challenging or escalated situations, balancing customer advocacy with sound business judgment.
• Uses data and insights to inform discussions, demonstrate value, and guide decision-making.
• Curious and committed to continuous learning and improvement for themselves, the customer, and the organization.

We have three different working options for this role:

• If you live in or near Frisco, Texas or Westbrook Maine. You will be required to be in the office 8 days per month)
• Hybrid, 2 days onsite in our Frisco, TX office, and 3 days remote.  
• Hybrid 2 days onsite in our Westbrook, ME office, 3 days remote
• Virtual USA

*When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 M