Head of Customer Success

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year.

We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care.

The Head of Customer Success will lead the strategy and execution for driving adoption and growth of Vetcove's Home Delivery platform across veterinary hospital groups nationwide. In this role, you'll oversee a high-performing team responsible for supporting hospitals as they implement and expand their use of Vetcove's home delivery solutions.

You'll serve as a trusted advisor to senior leaders at hospital groups, helping them enhance efficiency, client compliance, and revenue through seamless adoption of Vetcove's technology. You'll also collaborate cross-functionally with Product, Marketing, and Partnerships teams to translate hospital feedback into actionable insights that shape the future of our home delivery offering.

The ideal candidate is a dynamic and strategic relationship-builder with deep experience managing complex enterprise accounts and leading customer-facing teams in a fast-paced environment.

• Lead, mentor, and develop a team of 2–4 Account Managers and 4-6 Onboarding Managers focused on supporting clinic rollout, adoption and retention of the Vetcove Home Delivery platform

• Build and deepen relationships with key veterinary hospital groups and executives to ensure long-term success and satisfaction

• Develop and execute strategies to drive onboarding, utilization, and expansion across hospital networks

• Focus on process optimization to gain efficiencies in launch cycles and improve clinic experience

• Partner with Marketing and Product teams to identify opportunities for new features, product improvements, and scalable enablement resources

• Establish performance metrics and reporting to demonstrate value, adoption rates, and client ROI

• Conduct regular business reviews and strategy sessions with hospital partners (travel up to 25%)

• Gather and communicate client feedback to inform product roadmap and commercial priorities

• Oversee the creation and review of client-facing materials (implementation plans, performance reports, QBRs, etc.)

• Continually refine internal processes to improve efficiency, client experience, and team performance
  

• Bachelor's Degree

• 6+ years of experience in account management, enterprise customer success, or partnerships, ideally within SaaS, healthcare, or B2B technology

• Proven experience managing and scaling enterprise relationships with multi-location or networked clients

• 3+ years of people management experience, including team coaching and development

• Demonstrated success driving technology adoption and expansion across complex organizations

• Strong project management and communication skills, with exceptional attention to detail

• Comfort with data analysis, reporting, and business impact measurement

• High adaptability and the ability to thrive in a fast-changing, growth-stage environment

• Expertise in Excel, PowerPoint, and CRM tools

• A positive, collaborative attitude and a passion for improving the veterinary client experience

The typical base pay range for this role across the U.S. is: $140,000/year - $240,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $160,000 - $230,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives.

In addition to base compensation, Vetcove offers a comprehensive benefits
package. Please refer to the "Benefits (Full Time Roles)" section above for more
details.

To apply, please submit your application through Vetcove's Careers Page. The application deadline is January 5th, 2025.

Please note we are unable to sponsor work visas at this time.

Attention all job seekers We want to ensure that you're well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here's what you need to know:

1. Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you're interested in. Stay on the lookout

2. Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls, exercise caution and verify their authenticity. Don't let scammers catch you off guard

3. It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself

4. Remember that during the application process, we will never request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure

5. If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep the job market safer for everyone.

We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart

Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs.