Sr. Customer Success Manager

Role overview

This position is for a senior customer success professional who can independently oversee a sophisticated portfolio of accounts and make thoughtful decisions with limited supervision. The role centers on building trusted relationships, reducing churn, growing adoption, and uncovering expansion opportunities across veterinary practices.

What you will do

• Independently run a demanding portfolio of customers, using sound judgment to decide what needs attention first and how to engage each account.
• Develop strong, multi-level relationships within veterinary practices, including owners, practice managers, and other key team members, to create alignment and support long-term retention.
• Leverage customer information, product usage patterns, and health indicators to anticipate risk, prevent churn, and spot opportunities for growth.
• Take full ownership of escalations from start to finish, handling sensitive situations confidently and coordinating with internal teams when needed until the issue is resolved.
• Improve adoption and satisfaction through thoughtful, tailored communication that positions you as a strategic advisor rather than a basic support contact.
• Recognize expansion potential by linking customer goals and outcomes to additional solutions that can deepen the relationship over time.
• Lead impactful business reviews that clearly show return on investment and help align on strategic next steps.
• Exchange best practices, insights, and lessons learned with the broader customer success team, while informally helping newer teammates build their skills.

What we are looking for

We are seeking someone with 3 to 5 years of customer success experience who has successfully handled large, complex account portfolios on their own. The ideal candidate is comfortable combining high-touch relationship management with scaled digital engagement, and can work confidently across multiple contacts and decision-makers within a single account. You should have experience with ChurnZero or a similar customer success platform, along with strong Salesforce skills. This role also calls for a calm and effective escalation manager who can resolve difficult situations without needing frequent managerial support. Strong analytical thinking, strategic decision-making, independence, and a collaborative mindset are all important. Experience in veterinary or healthcare environments is a plus.

Benefits and perks

• Medical insurance for employees and dependents, with 80% to 90% of costs covered by the employer
• Employer-funded HSA contribution for employees enrolled in an HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental and vision coverage options
• Basic life insurance and AD&D coverage
• Short-term and long-term disability coverage
• Flexible time off plus 12 paid holidays each year
• Paid parental leave
• Pawternity leave, financial support for pet adoption, and discounted pet insurance
• Annual $250 learning and development stipend

Additional information

The hiring process may include the use of AI tools to help review applications, analyze resumes, or evaluate responses. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. If you would like more information about how your data is handled, you can reach out to the employer.