[Remote] Sr. Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Petvisor is a company focused on enhancing customer experiences in the veterinary sector. They are seeking a Senior Customer Success Manager to independently manage a complex book of business, build relationships with veterinary practices, and drive product adoption and customer satisfaction.ResponsibilitiesIndependently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversightBuild and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retentionUse customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunitiesOwn escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolutionDrive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contactIdentify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growthLead high-impact business reviews that demonstrate measurable ROI and drive strategic alignmentShare best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team membersSkills3-5 years of experience in a Customer Success role, with a demonstrated track record of managing high-volume, complex books of business independentlyProven ability to manage and retain accounts through both high-touch relationship management and digital-scaled engagement strategiesStrong experience with ChurnZero or a comparable CS platform; Salesforce proficiency requiredDemonstrated ability to multi-thread across stakeholders within a single account — navigating multiple contacts and decision-makers simultaneouslyA skilled escalation manager — calm, decisive, and effective when handling high-stakes or sensitive customer situations without needing to escalate upwardHighly autonomous and self-directed; comfortable setting priorities and managing your book without day-to-day directionAnalytical and strategic — uses data to lead, not just report; can translate health signals into a clear action planCollaborative team contributor who actively shares knowledge and informally supports peersVeterinary or healthcare industry experience is a strong plusBenefitsMedical coverage for employees and dependents (80-90% covered by employer)Employer HSA contribution with HDHP401(k) match up to 3.5%Dependent Care Flexible Spending Account (FSA)Dental & Vision coverage availableBasic Life and AD&D InsuranceShort and Long Term DisabilityFlexible Time Off & 12 Paid Annual HolidaysPaid Parental LeavePawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance$250 Annual Stipend for Learning and DevelopmentCompany OverviewPetvisor is a veterinary and pet services business management and client engagement software company. It was founded in 2021, and is headquartered in Orlando, Florida, USA, with a workforce of 201-500 employees. Its website is https://petvisor.com.