Manager, Enterprise Customer Success - Veterinary Software

As a leader 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.

You will coach and develop a team of Enterprise Customer Success Managers (CSMs) who serve as the voice of the customer and are trusted advisors to corporate stakeholders. You will partner closely with Sales Professionals, Project Managers, Implementation Specialists, Product, and Support teams to remove friction across the customer journey, drive best-practice adoption, and deliver measurable value. You will stay current on product portfolio advancements to ensure customer value realization while proactively identifying and mitigating attrition risk across the segment.

This role is hybrid and/or virtual office based, with up to 3 weeks of travel per quarter required for field experience, key customer engagements, and team development. 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 be accountable for prioritization and execution across the team, establishing clear expectations, creating repeatable playbooks, and developing talent­ while also driving your own professional development and growth.

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 the Role of Manager, Enterprise Customer Success:

• Lead, coach, and develop a team of Enterprise CSMs ­including hiring, onboarding, performance management, and career development.
• Establish clear team goals, expectations, and success measures aligned to retention, expansion, adoption, and customer satisfaction outcomes.
• Oversee enterprise account strategy in partnership with sales and ensure consistent execution of success plans, executive alignment, and value realization across key customers.
• Act as an escalation leader for complex customer situations­, balancing customer advocacy with sound business judgment and timely cross-functional resolution.
• Drive retention and expansion programs for the enterprise segment in partnership with Sales, Marketing, and Product­ including risk prevention and growth planning.
• Create and continuously improve playbooks, operating cadence, and best practices for customer engagement­, including business reviews, health checks, and adoption motions.
• 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.
• Use data, insights, and customer health signals to forecast risk and opportunity, prioritize team focus, and report on performance to leadership.
• Ensure team capability across the IDEXX Veterinary Software portfolio by reinforcing product knowledge, workflow best practices, and effective customer communication.
• Build a culture of accountability, collaboration, and continuous improvement, identifying systemic friction points and driving process improvements that scale.
• Communicate complex technical and business topics clearly and professionally to executive and frontline audiences, both internally and externally.
• Leverage and improve systems and tooling (e.g., Salesforce and Gainsight) to enable consistent execution, efficient workflows, and measurable outcomes.

Travel: Some travel required, up to 25%.

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.
• 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.

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: 

• Targeted salary of up to $125K annual

• 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, mental health resources, volunteer paid days off, foundation donation matching, and much more

Why IDEXX?

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.   At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement. 

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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