Sr. Customer Success Manager

Job Description

• This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Customer Success Manager based in the United States. This role is focused on driving long-term customer value, retention, and growth across a complex portfolio of accounts within the veterinary services ecosystem. You will act as a trusted strategic advisor to customers, building deep, multi-threaded relationships across multiple stakeholders within each organization. The position requires a strong blend of data-driven decision-making, relationship management, and proactive account ownership in a fast-paced SaaS environment. You will leverage customer health signals and product insights to identify churn risks, uncover expansion opportunities, and guide customers toward measurable success. This is a highly autonomous role where you will independently manage a book of business while collaborating cross-functionally to resolve escalations and optimize outcomes. You will also play a key role in shaping best practices and supporting the development of the broader Customer Success team. The environment values ownership, strategic thinking, and the ability to turn insights into action that drives real business impact.
• Accountabilities: Manage a complex portfolio of customer accounts, independently driving retention, engagement, and growth strategies with minimal oversight. Build and maintain multi-threaded relationships across veterinary practices, engaging multiple stakeholders to ensure alignment and long-term success. Monitor customer health data and product usage signals to proactively identify churn risks and execute retention and save strategies. Own customer escalations end-to-end, coordinating cross-functional teams to resolve issues and ensure customer satisfaction. Lead strategic business reviews that clearly demonstrate ROI, product value, and opportunities for expansion. Identify upsell and expansion opportunities by aligning customer needs with broader product capabilities and long-term goals. Share insights, best practices, and playbooks with the broader CS organization to support team enablement and continuous improvement. Requirements: 3–5 years of experience in Customer Success or a related client-facing SaaS role, managing complex and high-volume books of business. Strong experience using Customer Success platforms such as ChurnZero, with Salesforce proficiency required. Proven ability to manage multiple stakeholders within accounts and build strong, trust-based relationships. Demonstrated success in handling escalations and resolving high-stakes customer issues independently and effectively. Strong analytical mindset with the ability to interpret customer data and translate it into actionable strategies. Highly autonomous and organized, with strong prioritization and time management skills. Experience in veterinary, healthcare, or similarly complex regulated industries is a strong plus. Benefits: Medical coverage for employees and dependents with 80–90% employer contribution. HSA contributions alongside high-deductible health plan options. 401(k) plan with company match up to 3.5%. Dental and vision insurance coverage options. Flexible Time Off policy plus 12 paid company holidays annually. Paid parental leave, including pet-related benefits such as pawternity leave and pet adoption support. Learning and development stipend to support ongoing professional growth.
• How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1
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