Director, Customer Success

About the role:

PetDesk is looking for a Director of Customer Success to lead our CSM teams serving the Independent Market – a $20M portfolio and our biggest opportunity for growth. In this role, you’ll manage and develop a team of 7-10 Customer Success Managers to strengthen customer relationships, increase product adoption, drive retention, and grow revenue. You’ll focus on building a repeatable, scalable approach to customer success while working closely with Sales, Marketing, and Product to create a coordinated strategy that delivers results for our veterinary customers.  

Apply if you’re excited to:

• Lead, coach, and develop a high-performing team of Customer Success Managers focused on adoption, retention, and revenue expansion within the Independent Market

• Establish clear performance metrics tied to renewal, expansion, and customer satisfaction goals; drive accountability through regular reviews and feedback loops

• Partner with Sales leadership to build and refine account growth strategies, including segmentation, targeting, and expansion playbooks

• Collaborate cross-functionally with Sales, Marketing, and Product to ensure consistent customer messaging, feedback integration, and product alignment

• Analyze customer data, adoption trends, and health scores to identify growth opportunities and proactively address risks

• Evolve success frameworks, processes, and tools to increase team efficiency and scalability

• Champion the voice of the customer — ensuring insights inform product roadmap and go-to-market strategies

• Drive alignment on key customer initiatives across the organization to support retention, expansion, and long-term value realization

• Inspire a culture of ownership, accountability, and revenue mindset within the CSM team

About You:

• 10+ years of experience in Customer Success, Account Management, or a related function, including 5+ years in a leadership role

• Proven track record of leading customer-facing teams that deliver measurable results in retention and expansion revenue

• Strong business acumen with the ability to translate data into strategic insights and action plans

• Excellent relationship-building and communication skills, with experience influencing cross-functional teams

• Deep understanding of customer success metrics, sales motions, and SaaS business models

• Experience using CRM and analytics tools (e.g., Salesforce, ChurnZero, Pendo) to drive strategy and decision-making

• Ability to thrive in a fast-moving, high-growth environment with a bias for execution

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
• 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

PetDesk offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, we support and serve more than 10,000 veterinary clinics and over 400 grooming facilities, and serve over 20 million pet parents worldwide.   Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.   Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.