Customer Success Manager - Enterprise

As an Enterprise Customer Success Manager ("CSM") you would be responsible for managing the relationship between IDEXX and our corporate customers with a goal of expanding the lifetime value of the customer. You will be the voice of the customer and focused on their continued success with our products and services. You will work closely with Enterprise Sales Professionals, Project Managers, Product Specialists, VDCs, and Field Services Representatives to develop strategies to maintain and expand your account portfolio through consultation, education, promotion of best practices, and other customer centric solutions. No two days will ever be the same.

Keep current on competitive landscape, utilize retention offers and tactics, and identify and prevent attrition risk.

The Customer Success Manager positions are hybrid and/or virtual office based, with up-to 1-2 weeks of travel per quarter required for practice field experience and perspective. You would utilize a wide array of programs to plan and strategize your proactive customer engagement efforts enabling you to serve as a true IDEXX Ambassador and to be viewed by your customers as a trusted advisor. You would be accountable for managing your schedule based on the unique attributes and needs of your customers, while also keeping a focus on your own professional development and growth.

The Customer Success Manager position is a career opportunity that utilizes your collaborative, communication, consultative and technical skills, to help improve the utilization and engagement of practices with IDEXX VetSoft products. You would work for a Company that is committed to your success, invested in each employee and cares about your well-being and work-life balance.

In the Role of Enterprise Customer Success Manager:

• Manage and nurture relationships within an existing customer base across the full software solution portfolio.
• Build trusted, long-term partnerships with customers, peers, and internal teams to drive satisfaction, retention, and overall success.
• Communicate effectively to understand customer goals, recommend solutions, and coordinate cross-functional resources for timely issue resolution.
• Provide expert guidance on product utilization, workflow best practices, and service optimization to ensure customers realize maximum value.
• Drive customer retention and expansion through proactive engagement, adoption strategies, and collaborative marketing initiatives.
• Navigate a diverse range of solutions with the ability to pivot quickly across products, priorities, and evolving customer or business needs.
• Partner closely with our Enterprise Sales Account Manger's and cross-functionally to deliver a seamless, customer-first experience aligned with IDEXX's mission and service standards.
• Demonstrate strong organization, multitasking abilities, and the capacity to work independently or collaboratively as needed.
• You will guide customers through successful adoption and ongoing optimization of their IDEXX PIMS. This may come in the form of hosted meetings and forums, delivering both formal and informal presentations to internal and external stakeholders to ensure clear, consistent, and effective communication.
• (For lead roles) Provide supervisory support, mentorship, or direction to team members.
• Communicate complex technical topics in a clear, friendly, and professional manner to both technical and non-technical audiences.
• Utilize strong PC skills, including proficiency with Microsoft Office and related tools.

Travel: Some travel required, 25-30%.

What You Need to Succeed:

• 3+ years in a customer-facing role with a proven ability to build trust-based relationships.
• Exceptional written and verbal communication skills, with the ability to collaborate, influence, and earn confidence at all levels.
• Consultative mindset-skilled at asking thoughtful questions, understands workflows and business goals, tailoring recommendations to drive customer value.
• Strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities effectively.
• Proven adaptability and comfort leading customers through change in dynamic, fast-paced environments where experience with workflow guidance and technology adoption is critical.
• Experience with SaaS or web-based applications and the ability to rapidly learn and support the IDEXX VetSoft PIMS portfolio-ezyVet, Cornerstone, and Neo-and related tools and integrations. (prior IDEXX PIMS experience preferred)
• Collaborative, resourceful, and proactive-drives solutions, not just issue identification and owns customer outcomes with accountability and follow-through.
• Maintains composure and professionalism during challenging or escalating situations, balancing customer advocacy with sound business judgment.
• Uses data and insights to inform discussions, demonstrate value, and guide decision-making.
• Curious and committed to continuous learning and improvement for themselves, the customer, and the organization.

We have three different working options for this role (if you live in or near Frisco, Texas or Westbrook Maine. You will be required to be in the office 8 days per month):

Hybrid, 2 days onsite in our Frisco, TX office, and 3 days remote.

Or

Hybrid 2 days onsite in our Westbrook, ME office, 3 days remote

Or

Virtual USA

*When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to be maintained appropriately.

What you can expect from us:

• Salary targeting: Up to $60K

• Opportunity for annual cash bonus

• Benefits Day-One

• On the job training and career advancement opportunities (experience NOT required)

• Additional benefits including but not limited to financial support, pet insurance, mentalhealth resources, volunteer paid days off, foundation donation matching, and much more