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SalaryAbout 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 900+ accounts, supported by robust Totango 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 experience in Sales Development or Customer Success
- Ideal candidates will have digital engagement experience (Totango 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
PetDesk is a remote organization, focused on a culture, infrastructure, and ecosystem that supports team members' participation in critical decisions and information sharing, regardless of location. Benefits and perks include:
- 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 & 13 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual Stipend for Learning and Development
Pay Range
Petvisor is the parent company of a family of brands that includes PetDesk, Vetstoria, WhiskerCloud, Kontak, and Groomer.io. Petvisor equips veterinary practices and pet services businesses with a suite of mobile-enabled tools, facilitating better communication, service, and client retention. The company's innovative approach supports over 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents globally.
We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work. We encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.
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 California
Depending 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.
