[Remote] Manager, Enterprise Customer Success - Veterinary Software

Note: The job is a remote job and is open to candidates in USA. IDEXX Livestock Diagnostics is an innovation leader in the veterinary software industry, and they are seeking a Manager for their Enterprise Customer Success team. This role involves managing a team to enhance relationships with corporate veterinary customers, focusing on customer outcomes such as retention and product adoption while ensuring a high-quality customer experience.ResponsibilitiesYou will lead, coach, and develop a team of Enterprise Customer Support Managers (CSMs) ­including hiring, onboarding, performance management, and career development who will serve as the voice of the customer and are trusted advisors to corporate stakeholdersYou will be accountable for prioritization and execution across the team of clear team goals, expectations, and success measures aligned to retention, expansion, adoption, and customer satisfaction outcomes while scaling a high quality customer experience and driving your own professional development and growthYou will oversee enterprise account strategy in partnership with sales and ensure consistent execution of success plans, executive alignment, and value realization across key customersYou will act as an escalation leader for complex customer situations­, balancing customer advocacy with sound business judgment and timely cross-functional resolutionYou will drive retention and expansion programs for the enterprise segment in partnership with Sales, Marketing, and Product­ including risk prevention and growth planning to remove friction across the customer journey, drive best practice adoption and deliver measureable valueYou will create and continuously improve repeatable playbooks, operating cadence, and best practices for customer engagement­, including business reviews, health checks, and adoption motionsYou will partner cross-functionally (Sales, Marketing, Project Management, Support, and Product,) to deliver a seamless, customer-first experience aligned with IDEXX’s mission and service standardsYou will use data, insights, and customer health signals to forecast risk and opportunity, prioritize team focus, and report on performance to leadershipYou will ensure team capability across the IDEXX Veterinary Software portfolio by reinforcing product knowledge, workflow best practices, and effective customer communicationYou will leverage a wide array of programs and tools to run proactive customer success motions, operational cadence, and performance management enabling you to represent IDEXX as a true ambassador and to be viewed by customers as a trusted partnerYou will stay current on product portfolio advancements to ensure customer value realization while proactively identifying and mitigating attrition risks across segmentsYou will build a culture of accountability, collaboration, and continuous improvement, identifying systemic friction points and driving process improvements that scaleYou will communicate complex technical and business topics clearly and professionally to executive and frontline audiences, both internally and externallyYou will leverage and improve systems and tooling (e.g., Salesforce and Gainsight) to enable consistent execution, efficient workflows, and measurable outcomesSkills3+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing function, with enterprise customers preferred3+ years of people management experience including coaching, performance management, and talent developmentAbility to travel 25% of the time (up to 3 weeks per quarter) for field experience, key customer engagements and team development is requiredStrong executive presence and communication skills able to influence and build trust with c-suite customer stakeholders and senior internal partnersProven ability to drive retention and expansion outcomes by leading teams to execute proactive engagement, adoption, and risk mitigation strategiesStrong analytical, problem-solving, and operational skills comfortable using data to prioritize work, forecast risk/opportunity, and measure impactExperience with SaaS, customer success tooling like Gainsight, and CRM systems like Salesforce; ability to rapidly learn and support the IDEXX Veterinary Software portfolio and related tools and integrationsCross-functional leadership skills able to align Sales, Support, Product, and Implementation teams and clarify ownership to improve the end-to-end customer experienceDemonstrated ability to lead through ambiguity and change in a dynamic, fast-paced environment; comfortable balancing strategic work with hands-on problem solvingAbility to build scalable processes and playbooks, and to reinforce consistent execution across a distributed or hybrid teamContinuous improvement mindset; curious, coachable, and committed to raising capability for yourself, your team, and the organizationBachelor's Degree and industry experience preferredBenefitsOpportunity for annual cash bonusHealth / Dental / Vision Benefits day-one5% matching 401kOn-the-job training and career advancement opportunitiesAdditional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much moreCompany OverviewDiagnostic tests and services to monitor the health of herd and flock animals worldwide. It was founded in undefined, and is headquartered in Westbrook, Maine, US, with a workforce of 5001-10000 employees. Its website is https://www.idexx.com/en/livestock/.