Manager, Independent Customer Success

Job Summary

PetDesk is seeking a Manager of Independent Customer Success to oversee the day‑to‑day operations of its customer success teams serving veterinary clinics. The role involves coaching a group of 7 Customer Success Managers (CSMs) across both named partnership and pooled, digital models, ensuring efficient handoffs, balanced workloads, and consistent service delivery. Key responsibilities include hiring, onboarding, and training new CSMs; managing queue health and escalation processes; driving churn reduction and adoption milestones; and collaborating with sales, product, and support to secure expansion opportunities. The manager must maintain accurate data in ChurnZero and Salesforce, deliver regular performance reports to senior leadership, and continuously refine processes based on customer feedback and performance metrics. Travel up to 25% for client on‑sites, industry events, and team gatherings is expected.

Key Responsibilities

• PetDesk is seeking a Manager of Independent Customer Success to oversee the day‑to‑day operations of its customer success teams serving veterinary clinics. The role involves coaching a group of 7 Customer Success Managers (CSMs) across both named partnership and pooled, digital models, ensuring efficient handoffs, balanced workloads, and consistent service delivery. Key responsibilities include hiring, onboarding, and training new CSMs; managing queue health and escalation processes; driving churn reduction and adoption milestones; and collaborating with sales, product, and support to secure expansion opportunities. The manager must maintain accurate data in ChurnZero and Salesforce, deliver regular performance reports to senior leadership, and continuously refine processes based on customer feedback and performance metrics. Travel up to 25% for client on‑sites, industry events, and team gatherings is expected.

About the Role

This role is ideal for someone who enjoys combining strategy, content, data and execution. You will work with cross-functional teams and contribute directly to the company’s digital growth in Kolkata and surrounding areas.

Job Requirements

• Customer Success Management
• Data Analytics

Required Skills