Manager, Customer Success

About the role

Pet. Desk is looking for a Manager, Customer Success to lead the day-to-day execution of our Independent Customer Success team. The team serves clinics through two engagement models: a named CSM model for clinics that need a dedicated partner, and a pooled, digital-first model that supports clinics at scale. The Director of Customer Success owns the frameworks and org-level strategy.

This manager owns the execution layer: turning those frameworks into consistent team practice, coaching CSMs to measurable outcomes, and making sure no customer, escalation or save opportunity falls through the cracks. Our customers are veterinary practices, not SaaS buyers, so the right approach often looks different from a traditional CS playbook.

You'll help the team meet clinics where they are, whether that's a named CSM partnership or a scaled pooled experience.