Customer Success Manager

Contract Customer Success Manager (4-Month Assignment)As a temporary Customer Success Manager covering a leave of absence, you'll ensure SMB customers receive exceptional post-sales support and maximize value from PetDesk solutions. You’ll manage a portfolio of 500+ accounts, using tools like Totango and Pendo to monitor customer health, drive product adoption, and support retention and growth initiatives.

Tasks:

• Serve as the primary post-implementation contact, resolving issues and providing proactive support
• Conduct outreach via email, phone, and Zoom to build strong, consultative relationships
• Monitor account health, identify risks, and escalate when needed
• Collaborate with cross-functional teams to ensure smooth delivery and engagement
• Identify and execute upsell opportunities
• Maintain 98%+ net retention during ramp-up; 99%+ once ramped
• Conduct 3–5 upsell demos/month; complete 5+ account tune-ups/month
• Reduce at-risk accounts to <15% during ramp-up; <10% when fully ramped
• Provide regular, data-driven updates on customer health and revenue opportunities

Qualifications

• 3+ years in Customer Success or Account Management within SaaS or tech
• Skilled in Totango, Pendo, or Hubspot, with strong digital communication and data analysis capabilities
• Experience with automation, webinars, and scalable engagement strategies
• Self-motivated, adaptable, and able to manage competing priorities

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company 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, Petvisor supports over 10,000 veterinary clinics and over 400 grooming facilities and serves 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.
Notice at Collection to Applicants Residing in CaliforniaDepending on your location, the California Consumer Privacy Act (CCPA) may regulate how we manage job applicants' data. Our full notice outlining how your data will be processed as part of the application procedure for application locations is available at this link. By submitting your application, you agree to our use and processing of your data as required.