Manager, Independent Customer Success

About the role: PetDesk is looking for a Manager, Independent Customer Success to lead the day-to-day execution of our Independent Customer Success team. The team serves clinics through two engagement models: a named CSM model for clinics that need a dedicated partner, and a pooled, digital-first model that supports clinics at scale. The Director of Customer Success owns the frameworks and org-level strategy. This manager owns the execution layer: turning those frameworks into consistent team practice, coaching CSMs to measurable outcomes, and making sure no customer, escalation or save opportunity falls through the cracks. Our customers are veterinary practices, not SaaS buyers, so the right approach often looks different from a traditional CS playbook. You'll help the team meet clinics where they are, whether that's a named CSM partnership or a scaled pooled experience. Apply if you're excited to: Manage, coach and develop a team of 7 CSMs across the named and pooled models through regular 1:1s, call and play reviews, performance feedback, goal setting and development plans Hire, onboard and ramp new CSMs against clear 3, 6 and 12-month outcomes, and review performance profiles at least quarterly Run both CS models day to day, making sure accounts sit in the right model and segment and move between models and CSMs with clean handoffs Balance named books equitably across CSMs based on account complexity, volume and capacity, and plan PTO coverage so response-time targets hol