Head of Customer Success

Join our growing team at Vetcove, and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team. 

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.

What You’ll Do

• 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
  

You Should Have

• 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 “Benefit