Customer Success Manager, PetDesk
Hourly Pay is $26—$28 USD
Petcare communications
Job no longer available
Petcare communications
21-100 employees
Job no longer available
Hourly Pay is $26—$28 USD
21-100 employees
Company mission
PetDesk's mission is to build technology that helps people better connect with pet parents.
Role
Who you are
- They are adept at analyzing strategic customer activities and opportunities and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, and conversations
- 1+ years experience in a Customer Success role (veterinary industry experience preferred)
- Ideal candidates will have a combination of high-touch CS and digital engagement experience (Totango experience is a plus)
- Excellent phone communication, organizational, and time management skills
- Tactful and poised under pressure when dealing with challenging interpersonal situations
- Thrives in cross-functional collaboration and working closely with others in a team environment
- Curious about customer trends; interested in utilizing data analytics to strategically plan communication campaigns strategically targeted to the segment and customer life-cycle stage
- Experience with Salesforce, a CS tool, or automation tools are a plus
- Veterinary experience is a plus!
What the job involves
- Customer Success Managers (CSM) own the post-sales experience at PetDesk, driving adoption, retention, and maximizing the return on a customer’s technology investment
- CSMs are responsible for ensuring the overall success of 400+ accounts
- Successful CSMs are highly organized individuals who utilize a proactive approach based on data and a deep understanding of PetDesk solutions
- Work in a team environment, coordinating efforts with your fellow team members and sharing best practices, insights, and learnings across the CSM team
- Drive product adoption and customer satisfaction through targeted and consistent communications that build your relationship as a trusted advisor to veterinary owners and practice managers
- Apply critical thinking and data analytics to proactively manage and address customer success and related issues throughout the customer life cycle
- Fully understand customer requests, document and engage appropriate resources in support and product as needed
- Identify additional services and solutions opportunities for upsell
- Develop and implement tailored communication that provides continuous value to your team’s book of business, ensuring retention and driving long-term growth
- Drive ongoing cadence with customers to report on critical metrics and to raise awareness and value around PetDesk
Our take
PetDesk is a veterinary communication platform helping pet healthcare providers stay in contact with pet owners, and book and manage appointments. It’s a simple concept, but one that in practice is highly effective at improving care outcomes, reducing costly no-shows, and streamlining office work.
Whilst PetDesk flirted with the idea of expanding over into other petcare sectors like grooming, nothing appears to have come of it; but perhaps this is testament to the strength of their existing product. They have become a leader in the market, working with over 3,000 practices and attracting 3 million users to its app.
The market PetDesk is operating within is rapidly becoming saturated with complex software, as the pet care market itself has also been swelling over recent years with the substantial increase in US pet ownership. It’s now common to see the appointments management aspect absorbed into broader veterinary practice management software, like VETport, eVetPractice, and Hippo Manager. PetDesk has started expanding its offerings, including launching a veterinary business learning portal, starting a veterinary life-focused podcast with Evergreen Podcasts, and branching out into consultancy. Hopefully, these expansions will help it compete in the marketplace and continue to attract administratively overburdened practices.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-11% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jan 2019
$12m
LATE VC
Jun 2017
$2.1m
SERIES A
Total funding: $16.5m
Company benefits
- Medical coverage for employees and dependents
- Health & Dependent Care Flexible Spending Accounts (FSA)
- Dental & Vision coverage available
- Basic Life and AD&D Insurance
- Short and Long Term Disability
- 15 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual PetDesk Scholarship Stipend for L&D
- Veterinary Medicine Diversity & Inclusion Certificate Program
Company HQ
Bankers Hill, San Diego, CA
Leadership
Taylor Cavanah
(CEO)Held various managerial roles at Zyvex Instruments, before working as a general manager at DCG Systems.
Aaron Bannister
(Chief Customer Success Engineer)Previously a senior application developer at Ascendix Technologies, before co-founding Locai, PetDesk's first iteration, and then returning to Ascendix as a solution architect.
Kenneth Tsui
(CTO)Worked as a microautomation engineer at Zyvec Corporation, before moving on to work as a product development manager in the nanoinstruments division of DCG Systems.
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