[Remote] Manager, Enterprise Customer Success - Veterinary Software

Note: The job is a remote job and is open to candidates in USA. IDEXX Livestock Diagnostics is an innovation leader in the veterinary software industry, and they are seeking a Manager for their Enterprise Customer Success team. This role involves managing a team to enhance relationships with corporate veterinary customers, focusing on customer outcomes such as retention and product adoption while ensuring a high-quality customer experience.

Responsibilities

• You will lead, coach, and develop a team of Enterprise Customer Support Managers (CSMs) ­including hiring, onboarding, performance management, and career development who will serve as the voice of the customer and are trusted advisors to corporate stakeholders
• You will be accountable for prioritization and execution across the team of clear team goals, expectations, and success measures aligned to retention, expansion, adoption, and customer satisfaction outcomes while scaling a high quality customer experience and driving your own professional development and growth
• You will oversee enterprise account strategy in partnership with sales and ensure consistent execution of success plans, executive alignment, and value realization across key customers
• You will act as an escalation leader for complex customer situations­, balancing customer advocacy with sound business judgment and timely cross-functional resolution
• You will drive retention and expansion programs for the enterprise segment in partnership with Sales, Marketing, and Product­ including risk prevention and growth planning to remove friction across the customer journey, drive best practice adoption and deliver measureable value
• You will create and continuously improve repeatable playbooks, operating cadence, and best practices for customer engagement­, including business reviews, health checks, and adoption motions
• You will partner cross-functionally (Sales, Marketing, Project Management, Support, and Product,) to deliver a seamless, customer-first experience aligned with IDEXX’s mission and service standards
• You will use data, insights, and customer health signals to forecast risk and opportunity, prioritize team focus, and report on performance to leadership
• You will ensure team capability across the IDEXX Veterinary Software portfolio by reinforcing product knowledge, workflow best practices, and effective customer communication
• You will leverage a wide array of programs and tools to run proactive customer success motions, operational cadence, and performance management enabling you to represent IDEXX as a true ambassador and to be viewed by customers as a trusted partner
• You will stay current on product portfolio advancements to ensure customer value realization while proactively identifying and mitigating attrition risks across segments
• You will build a culture of accountability, collaboration, and continuous improvement, identifying systemic friction points and driving process improvements that scale
• You will communicate complex technical and business topics clearly and professionally to executive and frontline audiences, both internally and externally
• You will leverage and improve systems and tooling (e.g., Salesforce and Gainsight) to enable consistent execution, efficient workflows, and measurable outcomes

Skills

• 3+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing function, with enterprise customers preferred
• 3+ years of people management experience including coaching, performance management, and talent development
• Ability to travel 25% of the time (up to 3 weeks per quarter) for field experience, key customer engagements and team development is required
• Strong executive presence and communication skills able to influence and build trust with c-suite customer stakeholders and senior internal partners
• Proven ability to drive retention and expansion outcomes by leading teams to execute proactive engagement, adoption, and risk mitigation strategies
• Strong analytical, problem-solving, and operational skills comfortable using data to prioritize work, forecast risk/opportunity, and measure impact
• Experience with SaaS, customer success tooling like Gainsight, and CRM systems like Salesforce; ability to rapidly learn and support the IDEXX Veterinary Software portfolio and related tools and integrations
• Cross-functional leadership skills able to align Sales, Support, Product, and Implementation teams and clarify ownership to improve the end-to-end customer experience
• Demonstrated ability to lead through ambiguity and change in a dynamic, fast-paced environment; comfortable balancing strategic work with hands-on problem solving
• Ability to build scalable processes and playbooks, and to reinforce consistent execution across a distributed or hybrid team
• Continuous improvement mindset; curious, coachable, and committed to raising capability for yourself, your team, and the organization
• Bachelor's Degree and industry experience preferred

Benefits

• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits day-one
• 5% matching 401k
• On-the-job training and career advancement opportunities
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

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