Petvisor

Customer Success Manager

• The Digital Customer Success Manager (DCSM) owns the post-sales experience at PetDesk, driving adoption, retention, and maximizing the return on a customer’s technology investment for our ‘Starter’ group of customers across all Petvisor brands.
• The DCSM is responsible for ensuring the overall success of 700+ accounts, supported by robust ChurnZero and Pendo automation.
• The DCSM is adept at time management, discovery questions, and quickly building consultative relationships with veterinary practice managers and owners through targeted emails, short videos, webinars, and conversations.
• Successful DCSM are highly organized individuals who utilize a proactive approach based on data and a deep understanding of PetDesk solutions.

Digital Customer Success Manager

Product Manager

• Be the Voice of the Customer. Provide guidance to team members and elevate R&D team understanding of users (both internally & externally). Support the development team in breaking down features into “ready for development” stories. Conduct feedback sessions with customers and customer-facing teams for pre-development input
• Collaborate Across Teams. Prepare and deliver sprint plans, product updates, meeting notes, and summary documentation with teams including CX, PMM, and UX. Work with stakeholders to document and scope requests for intake/discovery, provide updates, and proactively keep leads apprised of stakeholder or internal concerns
• Manage the Backlog. Work closely with the Product Manager to lead the development team on complex projects. Prioritize and refine tasks in the product backlog to align with the roadmap, emerging business needs, and user feedback. Triage production bugs and customer requests
• Gather Requirements. Serve as a trusted advisor for stakeholders, developing user-centered solutions that align with the product roadmap and key business outcomes. Define the success criteria used for testing and acceptance by the development team
• Lead Agile Ceremonies. Set clear sprint goals and deliverables, ensuring focused and achievable scope to demo every sprint end. Promote continuous improvement and facilitate key Agile ceremonies, including sprint planning, refinement, demos, and retrospectives
• Remove Blockers. Support team members in getting what they need to execute task-level requirements and work plans by following up with cross-team colleagues or performing lightweight directed research
• Create and Validate Product Artifacts. Develop specifications, write user stories with clear criteria, and finalize functional documentation that will be used to facilitate product enablement. Validate product use cases and feasibility through demos with internal SMEs, users, and secondary audiences
• Monitor Product Metrics. Define and track key metrics for the product. Use data insights to guide decision-making, detect pain or gain points, and iterate on the product to improve user satisfaction

Product Owner – Flex Team

Marketing

• Own the strategy and execution of lifecycle campaigns that move veterinary clinics through our funnel—acquisition → onboarding → adoption → expansion → re-engagement
• Use email, in-app, and chat channels to deliver personalized, timely messaging that drives conversion, retention, and predictable pipeline growth
• Map customer journeys, build smart triggers and experiments, and continually optimize to improve conversion & reduce churn
• Work closely with Product, Customer Success, Marketing Ops, and Analytics to ensure everything from deliverability to messaging cadence is sharp

Lifecycle Marketing Manager

• Manage the product development lifecycle for DVM-focused mobile product, from discovery and ideation to launch and ongoing improvements
• Develop and prioritize features that enhance veterinary workflows, focusing on note-taking efficiency and accuracy
• Collaborate closely with engineering and design to deliver intuitive, user-centered solutions
• Partner with marketing, sales, and customer success teams to support adoption, engagement, and retention
• Conduct market research and customer interviews to identify opportunities and validate product decisions
• Define and track key success metrics (e.g., efficiency gains, adoption rates, user satisfaction)
• Support integrations with practice management systems and other Petvisor solutions
• Represent the voice of the customer and champion veterinary team needs in product planning
• Stay current on trends in veterinary medicine, SaaS productivity tools, and documentation technology

• Define and execute the roadmap that powers the expansive product suite
• Lead a globally distributed team to deliver powerful user experiences across both greenfield and legacy environments
• Drive platform-wide innovation, simplify complex workflows, and fuel measurable growth across multiple revenue streams
• Own the unification of the multi-product portfolio (Communications, Direct Booking, Phones, Marketing, Scribe) into a cohesive modern platform
• Transform Petvisor’s current collection of acquired products into a unified 'front-desk operating system' for veterinary clinics

Digital Customer Success Manager

Product Owner – Flex Team

Lifecycle Marketing Manager

Product Manager

Vice President of Product