Lead the Customer Success team, ensuring high-quality customer experience, reducing churn and driving expansion through a data-driven and automated approach.
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
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.
Top Skills
Salesforce
Totango
Zendesk
Similar Jobs
3 Days Ago
Easy Apply
Easy Apply
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Software • Big Data Analytics • Automation
Lead a team to enhance customer engagement, drive product adoption, and improve renewal rates, ensuring customer success and value realization.
Top Skills:
GainsightGongSalesforceTableau
Software
Lead the digital customer success team to develop and implement a scalable digital engagement model that enhances customer retention and product adoption while managing a high-performing team.
Top Skills:
Ai Copilots/AgentsCommunity PlatformsGainsightKnowledge SystemsLms ToolsPx
Big Data • Healthtech • Software • Analytics • Pharmaceutical • Infrastructure as a Service (IaaS)
The Senior Director of Customer Success will lead the customer success team, enhance customer satisfaction, and drive outcomes while managing relationships and strategies to deliver value.
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
