Customer Success Manager, Strategic

As a Customer Success Manager, you will manage a portfolio of multi-location customers who have already come through onboarding with ezyVet, helping them get the most out of the software and build long-term success with IDEXX. This is a hybrid role based out of our Auckland office, with a minimum expectation of 3 days a week onsite.

In this role:

• You'll manage an ongoing portfolio of customers who've completed onboarding, acting as their go-to advisor for getting the most from ezyVet
• You'll advise customers on workflows, best practices, and features they may not be using yet, coaching them toward getting more value from the software
• You'll help customers navigate the more complex parts of the platform, breaking down technical detail into practical, everyday guidance
• You'll partner with customers to understand their goals and identify where the software can better support their day-to-day operations
• You'll support customer retention and growth through proactive engagement, check-ins, and adoption initiatives
• You'll collaborate cross-functionally with Sales, Implementation, Product, and Support teams to resolve customer needs and share feedback

Why this role matters:

Once a practice goes live on ezyVet, the real value comes from how well they use it day to day. In this role, you’ll be the trusted advisor who helps multi-location practices move from "up and running" to truly getting the most out of their software — coaching them through the more complex features, solving problems before they become frustrations, and helping them run more efficiently. It’s a role that has a direct, visible impact on how well practices operate and on their long-term relationship with IDEXX.

What you need to succeed:

• Experience working in a veterinary practice or clinical setting, with a solid understanding of day-to-day practice operations
• Strong written and verbal communication skills, with the ability to build trust and confidence with customers
• A consultative, coaching mindset — comfortable explaining complex features in a clear, practical way
• Strong organizational skills, with the ability to manage a portfolio of customers and competing priorities at once
• Comfort learning technical systems quickly and troubleshooting customer issues
• Experience with ezyVet is a bonus
• Comfortable with a hybrid and/or virtual office based role, with up to 1-2 weeks of potential travel per quarter, required for practice field experience and perspective

What you can expect from us:

• Structured onboarding and ongoing development
• Clear career growth opportunities within a global technology organisation
• Fully subsidised Southern Cross Health Insurance
• Subsidised parking via Parkable
• Hybrid working
• Modern Auckland office, including free gym and rooftop terrace
• Dog-friendly workplace

Why IDEXX:

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. 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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