Enterprise Customer Success Manager

Skip to Main Content Open Accessibility Options Open the Accessible Link Tree Skip to content Solutions DaySmart AI DaySmart Capital Corporate Blog Support Request a Demo Welcome to Careers @ DaySmart We think you’ll like what we’ve got going on… At DaySmart, we’re all about creating positive change and growth for our customers, our communities, our industries, and most importantly, for each other. We’re a worldwide team of unique and energetic talent, and by bringing your whole self to DaySmart, you’ll join a motivated group of people who are determined to leave a lasting impact on our customers and our company. Join us and make your impact—on the lives of our customers, on the communities we support, and the co-workers who drive our mission forward. Your safety is important to us! We’ve recently identified an increase in fraudulent activity targeting individuals who have applied to positions at DaySmart. Please note that any legitimate communication regarding your application will come either from an official DaySmart email address (ending in @daysmart.com) or directly through our Applicant Tracking System. Apply now: Back to Job Openings Enterprise Customer Success Manager (Pet) APPLY SHARE DaySmart is a leading provider of business management software for pet care professionals, serving thousands of grooming studios, boarding facilities, veterinary practices, and pet care professionals across North America. Our Pet Business Unit encompasses three distinct product lines (DaySmart Pet, DaySmart Vet, and TimeToPet), each purpose-built to help pet care businesses run more efficiently and deliver exceptional care. Role Overview The Strategic Account Manager is a newly created, high-impact position within the Customer Experience & Operations team. This individual will serve as the primary relationship owner for DaySmart’s most valuable enterprise and strategic customers, building deep partnerships, uncovering growth opportunities, and ensuring customers receive extraordinary ongoing value across our product portfolio. The Strategic Account Manager operates largely proactively, bringing structured business reviews, data-driven insights, and a consultative approach to every customer relationship. You will be the voice of our strategic accounts internally and the face of DaySmart to our most important clients. What You'll Do: Strategic Account Management Own a portfolio of enterprise and strategic accounts across DaySmart Pet, DaySmart Vet, and TimeToPet Develop deep knowledge of each customer's business model, growth plans, and key stakeholders Maintain regular, proactive outreach cadences to ensure high engagement and satisfaction Serve as the primary point of escalation for strategic account issues, stepping in when support tickets are not resolving in a timely manner or when a single issue is impacting multiple locations within a customer’s portfolio, and driving resolution across internal teams (Product, Engineering, Finance, Payments, Support) Business Reviews & Executive Engagement Lead structured Executive Business Reviews (EBRs) on a quarterly or bi-annual basis, tailored to each customer's priorities Present data-driven success stories, product utilization insights, and forward-looking recommendations during reviews Build and maintain relationships with senior stakeholders, including C-suite and multi-location operations leaders Retention & Revenue Growth Monitor account health metrics and proactively identify at-risk accounts before churn signals emerge Identify and pursue expansion opportunities including upsell, cross-sell, and multi-location growth across the Pet BU product suite Maintain a working knowledge of each customer's contract structure, billing arrangements, and payment configurations Internal Advocacy & Cross-Functional Collaboration Represent the voice of strategic customers internally, surfacing product feedback, feature gaps, and workflow friction to Product and Engineering Partner with CX, Support, Onboarding, and Payments teams to ensure seamless customer experiences, especially during migrations or product transitions Escalate issues with appropriate urgency and follow through with clear communication loops back to the customer Document account activity, health scores, and notes in CRM (Salesforce) to maintain a high-quality, accurate record of all strategic relationships Issue Management Step in on high-priority support issues affecting strategic accounts when resolution is delayed or stalled, triaging urgency, looping in the right internal teams, and maintaining transparent communication with the customer throughout Identify and coordinate response when a single issue is impacting multiple locations within an enterprise customer’s portfolio, recognizing that what looks like isolated tickets may signal a systemic problem requiring escalated attention Use reactive moments as relationship opportunities, closing the loop with a summary of what happened, what was done, and what will be done to prevent recurrence, reinforcing trust even when things go wrong Planning & Forecasting Maintain accurate account plans for each strategic customer, including renewal timelines, expansion potential, and risk factors Contribute to team-level forecasting and Net Revenue Retention reporting Participate in internal planning cycles, sharing market and customer intelligence to inform roadmap and GTM decisions Required Qualifications Bachelor's degree in Business, Communications, or a related field 3–6 years of experience in enterprise Customer Success, Strategic Account Management, or a closely related SaaS role Demonstrated track record of managing complex, multi-stakeholder relationships and driving measurable outcomes (NRR, retention, expansion) Experience conducting Executive Business Reviews and navigating C-suite conversations Strong analytical skills, with comfort interpreting account data and translating insights into actionable recommendations Exceptional communication skills, both written and verbal; able to adapt tone and detail level for different audiences Proficiency with CRM platforms (Salesforce preferred) and CS tooling (e.g., Intercom, HubSpot, or similar) Highly organized with the ability to manage a portfolio of accounts simultaneously without losing detail Preferred Qualifications Experience in the pet care, veterinary, or pet services software industry Familiarity with payment processing workflows, including processor migrations or reconciliation concepts Experience working in a multi-product or multi-brand SaaS environment Background in a high-growth software company in the $30–$75M ARR range What Success Looks Like In your first 90 days, you will have mapped your account portfolio, established introductory cadences with all strategic customers, and completed your first round of account plans. By six months, you will be running your first EBRs and demonstrating early wins in retention and expansion. Within a year, you will be a trusted advisor to your customers and a valued cross-functional partner internally, contributing meaningfully to the Pet Business Unit’s Net Revenue Retention goals. Key Metrics & Success Indicators Net Revenue Retention (NRR) across strategic account portfolio Customer Health Scores (measured via internal health scoring model) EBR completion rate and customer satisfaction outcomes Expansion ARR generated within existing accounts Renewal rate and churn prevention outcomes CRM data quality and activity logging compliance Why DaySmart At DaySmart, we believe that when our customers thrive, we thrive. The Strategic Account Manager role is a critical investment in that philosophy, and you’ll have direct visibility to leadership and a meaningful voice in how we build our customer experience strategy. You’ll work with a collaborative, mission-driven team that values both customer empathy and business results, and you’ll have the opportunity to help shape the standard for enterprise customer success across a growing, multi-brand software company. Salary The salary for this role is between $70,000 and $75,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, etc. What We Offer Competitive salary and benefits including medical, dental, vision, HSA, FSA, and more! 401k plan with company match on your contributions. Open PTO and a generous paid holiday schedule. Supportive work environment with the flexibility to work where/how you want – in-office, remote, or hybrid. Opportunities to ensure you are always learning and growing. How You Will Work This will be a US-based position. We offer flexible work arrangements including fully remote, in person or hybrid opportunities. For those looking to work in person, we have physical offices in the following cities: Ann Arbor, MI Wayne, PA Austin, TX Many DaySmart employees primarily work from home, and our teams are structured to operate efficiently in a distributed environment. While we don’t always share a physical office, we work together closely through remote collaboration practices. We maintain a highly collaborative culture and expect all employees to actively participate in meetings, discussions, and team interactions. This includes joining scheduled video calls with cameras on, contributing to conversations, and being fully present. We believe that strong communication and visual connection are essential to maintaining alignment, accountability, and trust across our teams. At DaySmart, working remotely comes with the responsibility to show up, engage, and collaborate with intention. Your safety is important to us! We’ve recently identified an increase in fraudulent activity targeting individuals who have applied to positions at DaySmart. Please note that any legitimate communication regarding your application will come either from an official DaySmart email address (ending in @daysmart.com) or directly thr