Petvisor is Hiring for Sr. Director, Customer Success

Senior Director, Customer Success at Petvisor (Remote)

Petvisor is hiring a Senior Director of Customer Success to lead a high-impact team that drives adoption, retention, and expansion across a multi-product portfolio. This leader will partner cross-functionally, build scalable CS programs, and leverage data and automation to improve the customer journey end to end.

Company Overview

Petvisor operates through two divisions—PetDesk in North America and Vetstoria in EMEA/APAC—to deliver client engagement solutions for the pet healthcare and services community. Its ecosystem supports more than 10,000 veterinary clinics and 400+ grooming facilities, serving over 20 million pet parents worldwide.

Learn more about Petvisor via its company profile.

Role Summary

This role leads a team of 15 Customer Success individual contributors and 2 managers, with a mandate to reduce churn, drive retention and expansion, and deliver a consistent customer experience across the lifecycle. You will design a scaled CS program, refine segmentation and journeys, and apply data-driven decision-making using tools such as Totango/ChurnZero, Salesforce, Zendesk, and Gong.

Key Responsibilities

• Design and execute a multi-product Customer Success strategy focused on adoption and value realization.
• Mentor and coach the CS team to reduce churn and drive expansion; uphold high accountability standards.
• Define segmentation and stage-specific journeys; build a scalable, digital-first CS program.
• Tighten handoffs with Sales, Implementation, and Support; partner with Marketing and Product on enablement and releases.
• Use customer data to inform communications, operational improvements, and health/churn/expansion reporting.
• Leverage CS tools (Totango/ChurnZero, Salesforce, Zendesk, Gong) to automate and scale engagement.
• Iterate the Digital CS program to meet evolving customer needs and channels.
• Own a strategy to reduce gross MRR churn to 0.8% within 12 months; drive engagement and long-term retention.
• Recruit, hire, and develop a high-performing team; foster growth paths and measurable outcomes.

Ideal Profile

• 7+ years in Customer Success with 3+ years in leadership, ideally in high-growth SaaS.
• Proven experience building scalable CS programs, playbooks, and enablement materials.
• Strong people leadership; coaching, accountability, and org design for high performance.
• Analytical, data-driven decision-maker; adept with Totango, Salesforce, Zendesk (and similar).
• Effective cross-functional collaborator with Sales, Marketing, Implementation, Product, and Support.
• Calm under pressure; skilled in escalation management, prioritization, and strategic trade-offs.
• Hands-on with CX platforms (e.g., Totango, Zendesk); comfortable scaling motions for reach and efficiency.
• Experience working with institutional investors or preparing CS for institutional investment is a plus.

Compensation, Benefits, and Location

Role type: Full-time | Location: Remote | Base salary: USD $170,000–$190,000. Petvisor follows a standardized interview process (inspired by “Who: The A Method of Hiring”) with an average two-week timeline.

• Medical coverage for employees and dependents (80–90% employer-paid); dental and vision available.
• Employer HSA contribution with HDHP; Dependent Care FSA.
• 401(k) match up to 3.5%.
• Basic Life and AD&D; Short- and Long-Term Disability.
• Flexible Time Off and 12 paid holidays; Paid Parental Leave.
• Pawternity leave, pet adoption support, and subsidized pet insurance.
• $250 annual stipend for learning and development.

Note: No external recruiter submissions will be considered. California applicants should review the employer’s CCPA notice during the application process.

How to Apply

Submit your application via Indeed.

If you’re a customer-obsessed CS leader who thrives on building at scale, this role offers the chance to shape strategy, team, and outcomes across a growing, multi-product platform.

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