Director of Customer Success

Summary

Join GlobalVetLink as the Director of Customer Success and lead our team in building trusted customer partnerships. This pivotal role involves managing and inspiring a high-performing team, ensuring exceptional customer activation, retention, and expansion. You will drive strategic initiatives, leverage data to mitigate risks, and maintain proactive engagement. Success in a fast-paced, collaborative environment and dedication to veterinary organizations' success are essential. The position offers a competitive salary and benefits package.

Requirements

• At least 7 years of experience in customer success or a related field, with at least 3 years in a leadership role, preferably within a SaaS company
• Demonstrated success in leading and scaling a customer success team, including hiring, training, and developing team members
• Strong proficiency in using Salesforce for tracking customer interactions and creating actionable insights
• Proven ability to build and sustain customer relationships that drive retention and growth
• Experience in conducting structured risk reviews and translating findings into strategic actions
• Experience driving cross-sell and upsell initiatives, contributing to secondary revenue goals

Responsibilities

• Inspire and develop a team of Customer Success professionals, ensuring they achieve individual and team objectives
• Establish and maintain strong relationships with key customers, demonstrating the value of our products and services
• Develop and enhance strategic motions to best-serve individual veterinary clinics, large enterprise clinic networks, and industry partners in a way that puts the customer first and is mutually beneficial to GlobalVetLink and its customers
• Lead churn mitigation efforts, using data to inform decisions and conduct quarterly risk reviews
• Prioritize proactive engagement, driving customer activation, retention, and expansion through well-documented workflows and regular updates
• Work closely with cross-functional teams to align on customer goals to deliver seamless service
• Refine strategy around onboarding of customers, improving product utilization and satisfaction
• Collaborate with the sales team to ensure a smooth handoff to the customer success team
• Command the customer value proposition and leverage data within the platform to facilitate value-driving customer interactions
• Create, implement, and track post-onboarding account management motion to ensure continued product engagement and usage within the customer's first 90-days
• Manage select high value customer relationships to drive customer satisfaction and continued product adoption and usage
• Develop, implement, and track customer expansion motion(s)

Preferred Qualifications

Preferred background in animal health, veterinary services, veterinary software, or related industries

Benefits

• 401k matching
• Medical, dental and vision healthcare coverage
• Generous PTO policy
• Paid holidays
• Volunteer time off
• Paid parental leave
• $150,000 - $160,000 base salary + target annual bonus