About the role:
Sr. Customer Success Managers own the post-sales experience for PetDesk's complex and high-value accounts, driving adoption, retention, and long-term growth while maximizing the return on a customer's technology investment. Sr. CSMs are responsible for ensuring the overall success of a high-volume book of business (400+), with a focus on accounts that require deeper strategic engagement and multi-stakeholder relationship management. They bring a sophisticated, data-driven approach to identifying risk and opportunity, and operate with a high degree of autonomy — setting their own priorities, leading complex escalations end-to-end, and serving as a resource and informal mentor to fellow CSMs. Successful Sr. CSMs have a deep understanding of PetDesk solutions and the veterinary landscape, and are trusted to navigate difficult situations independently.