Senior Customer Success Manager

Role overview

This opportunity is for a Senior Customer Success Manager in the United States, supporting a partner company that will handle the application review and subsequent hiring steps. The role centers on increasing customer value over time, strengthening retention, and uncovering growth opportunities across a sophisticated set of accounts in the veterinary services space.

You will serve as a strategic partner to customers, developing strong relationships with several stakeholders inside each organization. The position calls for a mix of commercial thinking, data-informed action, and hands-on ownership in a fast-moving SaaS setting. Using customer health indicators and product usage insights, you will work to reduce churn risk, identify expansion paths, and help customers achieve measurable outcomes. The role is highly independent and also requires close collaboration with cross-functional teams to manage escalations and improve results. In addition, you will contribute to team-wide best practices and help strengthen the Customer Success function.

Accountabilities

• Independently manage a demanding portfolio of customers, leading retention, engagement, and growth efforts with limited supervision.
• Develop and sustain relationships across multiple levels within veterinary practices to align priorities and support long-term success.
• Track customer health and usage trends to spot churn signals early and put retention plans into action.
• Take ownership of customer escalations from start to finish, working with internal teams to close issues and protect satisfaction.
• Run strategic business reviews that clearly communicate return on investment, product impact, and expansion potential.
• Spot upsell and expansion opportunities by connecting customer needs with the broader product roadmap and business objectives.
• Capture and share insights, processes, and playbooks with the wider Customer Success team to support enablement and ongoing improvement.

Requirements

• 3 to 5 years of experience in Customer Success or a related client-facing SaaS position, ideally handling large and complex account portfolios.
• Practical experience with Customer Success tools such as ChurnZero, along with strong Salesforce skills.
• Ability to work across many stakeholders within an account while building credible, trust-based relationships.
• Proven track record of managing escalations and resolving difficult customer issues independently and effectively.
• Strong analytical ability to interpret customer data and convert it into clear next steps.
• Self-directed, organized, and able to prioritize well and manage time effectively.
• Experience in veterinary services, healthcare, or another highly regulated and complex industry is a strong advantage.

Benefits

• Medical coverage for employees and dependents, with employer contribution covering 80% to 90%.
• HSA contributions together with high-deductible health plan choices.
• 401(k) plan with company matching up to 3.5%.
• Dental and vision insurance options.
• Flexible time off, plus 12 paid company holidays each year.
• Paid parental leave, along with pet-related perks such as pawternity leave and pet adoption assistance.
• Learning and development stipend to encourage continued professional growth.

Additional information

This role is posted on behalf of a partner employer, and that company will own application processing, interviews, and final hiring decisions.

Applications are reviewed through an AI-assisted matching process designed to evaluate candidates against the role’s core requirements in a fair and objective way. Shortlisted profiles are shared with the hiring employer, while final interviews, assessments, and offers are managed internally by that company.

By applying, you acknowledge that your personal data may be processed to assess your candidacy and shared with the hiring employer under applicable data protection principles. The hiring process may also use AI-based tools to support resume review, application analysis, and detection of inconsistencies or verification signals; human judgment remains the final decision-making step.