Manager, Enterprise Customer Success - Veterinary Software

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Additional Information

As a Manager in the Veterinary Software Customer Success team, you will manage the team responsible for overseeing and expanding IDEXX's relationships with our corporate veterinary customers. You will be accountable for customer outcomes across our enterprise account portfolio-including retention, expansion, product adoption, and overall customer health-while scaling a consistent, high-quality customer experience. Why this role matters: This is a leadership opportunity that blends people management, strategic account oversight, and operational excellence. You will help shape how IDEXX Veterinary Software engages enterprise customers, ensuring the team is equipped to improve utilization and engagement across our products and services while operating in a way that supports employee well-being and sustainable performance. In this role: 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. What You Need to Succeed: 3+ years of experience in Customer Success, Account Management, Professional Services, or a related customer-facing function, with enterprise customers preferred. Bachelor's Degree and industry experience 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.

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