Manager, Customer Success

Apply if you're excited to:

Manage, coach and develop a team of 7 CSMs across the named and pooled models through regular 1:1s, call and play reviews, performance feedback, goal setting and development plans

Hire, onboard and ramp new CSMs against clear 3, 6 and 12-month outcomes, and review performance profiles at least quarterly

Run both CS models day to day, making sure accounts sit in the right model and segment and move between models and CSMs with clean handoffs

Balance named books equitably across CSMs based on account complexity, volume and capacity, and plan PTO coverage so response-time targets hold

Monitor pooled queue health daily, including prioritization, response times, aging accounts and escalations, so nothing falls through the cracks

Make sure named CSMs deliver Success Plans and Business Reviews to standard, and pooled CSMs run ChurnZero plays and one-to-many programs (webinars, virtual office hours) consistently

Drive the Adoption milestone so new clinics graduate on time, and act on Launch CSAT, BR CSAT and NPS signals

Own the team's churn and downgrade results, with visibility into account health and churn risk and mitigation plans built before issues escalate

Serve as the team's escalation point, coaching CSMs through difficult customer situations and partnering with Support, Product and Implementation to resolve them

Coach the team to identify expansion opportunities and hand qualified opportunities to Sales

Report weekly to the Director, Customer Success on team activity, churn and downgrades, saves, loss opp pipeline, queue health, adoption and NRR

Drive consistent use of ChurnZero and Salesforce, and keep data accurate so reporting can be trusted

Continuously evaluate and improve plays, workflows and team practices based on customer and performance data, and surface recommendations to the Director

Travel up to 25% for customer onsites, industry events and team gatherings

About you:

5+ years of experience in Customer Success, Account Management or a similar customer-facing role, with 2+ years managing or formally leading a team

Experience leading both high-touch (named book) and scaled or digital (pooled, one-to-many) Customer Success models

Proven record of reducing churn and downgrades, running save plays, and improving retention and NRR

Strong ability to coach to performance, set clear expectations and hold team members accountable to measurable outcomes while keeping trust high

Experience hiring, onboarding and ramping Customer Success team members

Analytical and data-driven, with the ability to use health scores, usage data and dashboards to prioritize team activity and spot risk early

Highly organized and process-minded, able to manage people, priorities and volume through systems and consistent operating rhythms

Strong written and verbal communication skills, including presenting team performance and metrics to leadership

Comfortable facilitating group settings, including webinars, virtual office hours and Business Reviews

Strong cross-functional collaboration skills, particularly with Support, Implementation, Product and Sales

ChurnZero or comparable Customer Success platform experience required

Salesforce or similar CRM experience required; Guru or a similar knowledge base is a plus

Able to travel up to 25%

Veterinary industry experience is a plus

What success looks like:

The team meets or exceeds its targets for churn, downgrades, retention and NRR. Targets are set with the Director, Customer Success and tracked as part of this role's performance goals

Every cancellation and downgrade notice becomes a loss opp, and the team's save rate is measured against target and improves over time

On-time Adoption milestone completion is measured against target, and every new clinic has a Success Plan

Launch CSAT and BR CSAT are measured against target and stay at or above it

All 7 CSMs have clear expectations and consistent coaching, meet activity and Business Review targets, and new hires ramp on schedule

The pooled queue is consistently covered, with no aging accounts or missed response-time targets going unnoticed

Escalations are actively managed and are resolved, routed and documented promptly

Weekly reporting gives leadership a clear, accurate view of performance, risk and saves, backed by clean Salesforce and ChurnZero data

Expansion opportunities are consistently identified and handed off to Sales

Plays, workflows and team practices are regularly evaluated and improved based on performance and customer data

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