VP, Customer Success and Implementation
United States
PetDesk – Customer Experience /
Full-time Employee /
Remote
About this role
As our Vice President of Customer Success and Implementation, you will be responsible for defining the future of our customer experience. This is a strategic leadership position that will own the entire customer journey—from onboarding to long-term success—ensuring it is scalable, efficient, and deeply aligned with our business goals.
You will lead and mentor a high-performing team of 17 customer success professionals and 43 implementation experts, while working cross-functionally with Sales, Product, and Marketing to drive customer adoption, increase lifetime value, and significantly reduce churn. If you are an experienced leader who can build and iterate on processes, leverage data, and inspire a team to deliver exceptional customer value, we want to hear from you.
Apply if you're excited to:
- Strategic Vision: Architect the entire multi-product customer journey, implementing scalable processes that improve customer experience and drive long-term value
- Team Leadership: Lead, mentor, and grow our Customer Success and Implementation teams, fostering a culture of high performance and continuous improvement
- Business Impact: Own and drive key business metrics, including customer retention, expansion, and a target churn rate of 0.8% or less
- Scaling & Automation: Implement and iterate on a scalable Customer Success program, leveraging data, automation, and key tools (ChurnZero, Salesforce, Zendesk) to optimize operations
- Cross-Functional Alignment: Partner closely with Sales, Product, and Marketing to ensure a cohesive and positive customer experience across all touchpoints
About You
- 7+ years of experience in Customer Success, with at least 3 years in a senior leadership position in a high-growth SaaS environment
- Proven track record of building and scaling customer success teams and programs from the ground up
- Exceptional leadership skills with a history of mentoring teams and fostering a data-driven, customer-centric culture
- Deep expertise in using analytics to drive strategic decision-making and business outcomes
- Experience working with institutional investors or scaling Customer Success in preparation for institutional investment is a significant plus
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
$202,000 - $226,000 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
Depending on your location, the California Consumer Privacy Act (CCPA) may regulate how we manage job applicants' data. Our full notice outlining how your data will be processed as part of the application procedure for application locations is available at this link. By submitting your application, you agree to our use and processing of your data as required.
