Customer Success Manager - Contractor

Contract Customer Success Manager (4-Month Assignment)

As a temporary Customer Success Manager covering a leave of absence, you'll ensure SMB customers receive exceptional post-sales support and maximize value from PetDesk solutions. You’ll manage a portfolio of 500+ accounts, using tools like Totango and Pendo to monitor customer health, drive product adoption, and support retention and growth initiatives.

• Serve as the primary post-implementation contact, resolving issues and providing proactive support
• Conduct outreach via email, phone, and Zoom to build strong, consultative relationships
• Monitor account health, identify risks, and escalate when needed
• Collaborate with cross-functional teams to ensure smooth delivery and engagement
• Identify and execute upsell opportunities
• Maintain 98%+ net retention during ramp-up; 99%+ once ramped
• Conduct 3–5 upsell demos/month; complete 5+ account tune-ups/month
• Reduce at-risk accounts to <15% during ramp-up; <10% when fully ramped
• Provide regular, data-driven updates on customer health and revenue opportunities

• 3+ years in Customer Success or Account Management within SaaS or tech
• Skilled in Totango, Pendo, or Hubspot, with strong digital communication and data analysis capabilities
• Experience with automation, webinars, and scalable engagement strategies
• Self-motivated, adaptable, and able to manage competing priorities

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 over 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.

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