Enterprise Customer Success Manager

Overview

As an Enterprise Customer Success Manager at IDEXX, you will be instrumental in cultivating and managing relationships with our most extensive and intricate client accounts. Your goal is to boost customer satisfaction, encourage product adoption, and stimulate long-term business growth. This position is stationed in our Auckland office with a hybrid work schedule following an initial onsite onboarding and training.

Role and Responsibilities

• Serve as a trusted advisor and main contact for a portfolio of enterprise clients.
• Collaborate closely with Implementation, Support, Product, and Sales teams to align customer objectives and ensure a smooth experience from onboarding through renewal.
• Develop and implement customized success plans that enhance adoption rates, increase satisfaction, and maximize value delivered.
• Continuously evaluate customer health, proactively identifying risks and coordinating cross-departmental solutions before issues escalate.
• Lead regular business review meetings, manage support cases and product feature requests, and ensure customers have access to necessary resources.
• Identify potential for account expansion, supporting contract renewals and growth opportunities.
• Convey customer feedback internally to influence product enhancements and process improvements.

Why This Role Is Important

Enterprise customers are highly valuable and complex; your work safeguards retention, drives business expansion, and influences how customers experience IDEXX products beyond the initial sale. You will bridge the gap between customers and development/support teams to ensure their voices are acknowledged.

Required Experience and Skills

• Minimum 2 years of experience in customer success, account management, or implementation, ideally in software or SaaS environments.
• Deep understanding of customer needs with an ability to build trust with senior stakeholders in enterprise accounts.
• Strong analytical skills to interpret account data, recognize risks and opportunities, and propose effective solutions.
• Exceptional verbal, written communication, and presentation skills with strong influencing and rapport-building capabilities.
• Ability to confidently discuss commercial terms and new product/service offerings with customers.
• Proven history of addressing customer issues promptly and professionally.
• Experience working with veterinary or animal health software such as ezyVet, NEO, Cornerstone, or equivalent practice/customer management systems.
• Comfortable working in a hybrid or virtual office arrangement, including 1-2 weeks of quarterly travel for field experience and insights.

What IDEXX Offers

• Opportunities for career advancement within a global company.
• Comprehensive Southern Cross Health Insurance fully covered by the employer.
• Subsidized parking through Parkable.
• Structured onboarding plus ongoing personal and professional growth.
• Hybrid work setup after onboarding completion.
• Work from a modern Auckland office featuring a free gym and rooftop terrace.
• Dog-friendly workspace environment.

Company Values and Equal Opportunity

Since 1983, IDEXX has been a pioneer across multiple industries, dedicated to improving pet health worldwide, safe drinking water access, and livestock protection. Our team is internationally diverse and committed to a collaborative culture that embraces challenges and continuous learning. IDEXX provides competitive salaries, incentives, and meaningful work.

We strongly encourage applications from women, people of color, LGBTQ+ individuals, persons with disabilities, ethnic minorities, foreign-born residents, and veterans. IDEXX is an equal opportunity employer that prohibits discrimination on any protected basis including race, gender, age, religion, disability, or veteran status.