Sr. Director, Customer Success
United States
PetDesk – Customer Experience /
Full-time Employee /
Remote
About this role
The Senior 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 help customers recognize success and value with the PetDesk suite of products. As a result, you will 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:
- Design and build a multi-product Customer Success strategy, ensuring consistent focus on customer experience, adoption and value realization
- 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
- Stay closely aligned with Sales, Implementation, and Support to maintain and enhance hand offs across the customer journey
- Partner with Marketing and Product teams to ensure product releases and bugs are addressed with detail - supporting enablement and documentation for internal use
- 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/ChurnZero, Salesforce, Gong) 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
- Recruit, hire, and lead a high-performing Customer Success team (15 Individual Contributors and 2 Managers)
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
- Proven experience building out customer success programs and materials to ensure a team is armed to deliver customer value
- 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
Benefits & Perks
- Medical coverage for employees and dependents (80-90% covered by employer)
- Employer HSA contribution with HDHP
- 401(k) match up to 3.5%
- Dependent Care Flexible Spending Account (FSA)
- Dental & Vision coverage available
- Basic Life and AD&D Insurance
- Short and Long Term Disability
- Flexible Time Off & 12 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual Stipend for Learning and Development
$170,000 - $190,000 a year
Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, Petvisor supports more than 10,000 veterinary clinics and over 400 grooming facilities and serves over 20 million pet parents worldwide.
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.
Notice at Collection to Applicants Residing in California
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