Customer Success Manager

Signal

PET is transforming veterinary medicine through AI-powered radiology solutions. Our platform delivers fast, reliable, and clinically meaningful insights to veterinary hospitals nationwide.

As we continue scaling, Customer Success is a critical revenue-driving function, and we are looking for a strategic, data-driven Customer Success Manager to help maximize retention, expansion, and product adoption across our customer base.

The Role:

The Manager of Customer Success is a strategic leadership position responsible for building and scaling Signal

PET’s Customer Success function.

This is a player-coach role in a high-growth SaaS environment. You will define the post-sales journey, implement systems, build scalable processes, and directly lead a team of CS professionals, all while driving retention, expansion, and product adoption.

Your mission: maximize net revenue retention and turn Customer Success into a measurable revenue driver.

• Design and map the end-to-end customer journey (post-implementation → renewal → expansion)
• Build structured upsell and cross-sell frameworks
• Define customer segmentation strategies to align resources with account value
• Evaluate and implement Customer Success platforms (Gainsight, Churn Zero, Totango, etc.)
• Integrate CS systems with CRM workflows
• Partner with Data to develop predictive Customer Health Scoring
• Build executive dashboards tracking churn, NRR, adoption, and engagement

• Own strategic churn reduction initiatives
• Design scalable, proactive renewal management processes
• Lead migration programs transitioning legacy users to AI subscription tiers
• Create value-based expansion storytelling frameworks

• Coach and mentor CS team members in negotiation, consultative selling, and clinical workflow alignment
• Forecast hiring needs and lead CS recruitment efforts
• Serve as the “Voice of the Customer” in Product, Sales, and Marketing discussions
• Build a culture of accountability, metrics, and proactive outreach

• Measurable reduction in churn
• Improved Net Revenue Retention (NRR)
• Increased product adoption and expansion revenue
• A clearly defined, repeatable CS playbook
• A high-performing, data-driven CS team

• 5+ years of Customer Success experience in SaaS
• 2+ years in a leadership or management role
• Experience building or scaling CS functions
• Strong analytical mindset with the ability to translate usage data into action
• Deep familiarity with CRM workflows and CS software platforms
• Med Tech or Veterinary experience strongly preferred

This is a full time in office role - not negotiable

• Be part of a fast-scaling AI company transforming veterinary medicine
• Lead and shape a critical revenue-driving function
• Competitive compensation + performance incentives
• Career growth in a high-impact leadership role

If you're excited about building systems, leading teams, and turning customer success into a strategic growth engine — we’d love to hear from you.

Apply today and help shape the future of veterinary AI. 🐾