The Director of Customer Success will lead a dynamic team, ensuring PetDesk customers receive a seamless, high-quality experience across the customer journey. In this role, you will collaborate cross-functionally with Sales, Marketing, Implementation, Support, Product, and other teams to decrease churn, drive retention, and contribute to revenue growth. This leadership position requires a strong focus on data-driven decision-making, automation, and Customer Success (CS) strategies while leveraging tools such as Totango, Salesforce, and Zendesk to optimize operations and communications. You will also play a crucial role in building and iterating on a Scaled CS Program that enables success at scale while supporting your team’s development and growth.
Apply if you're excited to:
- Recruit, hire, and lead a high-performing Customer Success team (15 Individual Contributors and 1 Manager). Mentor and coach your team to develop customer-centric strategies, reduce churn, and drive expansion
- Design and iterate on the customer journey and segmentation, ensuring each stage is tailored to customer personas, channels, and motivations. Establish a scalable CS program that aligns with PetDesk’s growth and customer success initiatives
- Work closely with Sales, Marketing, Product, and other departments to enhance the overall customer experience. Partner with the executive team to communicate customer insights, product recommendations, and strategic updates that drive retention and product adoption
- Use analytics and customer data to make informed decisions on operational improvements, customer communications, and process enhancements. Ensure accurate tracking and reporting of customer health, churn, and expansion metrics
- Leverage Customer Success tools (e.g., Totango, Salesforce, RingCentral) to enhance operations across multiple channels, automate processes, and scale customer engagements. Continuously improve and iterate the Digital CS Program to meet changing customer needs
- Own the strategy for reducing gross monthly recurring revenue (MRR) churn to 0.8% within 12 months. Implement strategies that drive customer engagement, growth, and long-term retention
About you:
- 7+ years of Customer Success experience, with at least 3 years in a leadership role
- Demonstrated success leading teams in a high-growth SaaS environment
- Exceptional leadership skills with experience building, developing, and mentoring a high-performing Customer Success team. Ability to coach team members to success while maintaining high accountability standards
- Strong expertise in analytics, with a proven ability to make data-driven decisions and present actionable insights to stakeholders. Experience managing Customer Success tools such as Totango, Salesforce, and Zendesk
- Proven ability to work cross-functionally with teams such as Sales, Marketing, Implementation, and Product to improve the customer journey and implement strategic initiatives
- Adept at resolving customer escalations and driving outcomes through strong problem-solving skills. Demonstrated ability to prioritize, make strategic decisions, and motivate your team to achieve goals in a fast-paced environment
- Passionate about delivering remarkable customer experiences, reducing churn, and driving long-term value for both customers and the business
- Hands-on experience with CX tools and platforms (e.g., Totango, Zendesk) and a strong understanding of how to leverage these systems to optimize customer outcomes
- Experience working with institutional investors or scaling Customer Success in preparation for institutional investment
$134,000 - $150,000 a yearPetvisor is the parent company of a family of brands that includes PetDesk, Vetstoria, WhiskerCloud, Kontak, and Groomer.io. Petvisor equips veterinary practices and pet services businesses with a suite of mobile-enabled tools, facilitating better communication, service, and client retention. The company’s innovative approach supports over 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents globally. We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work.
We encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
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