Onboarding & Launch: Lead the end-to-end setup of newly signed clinics across mainland UK.
Workflow Integration & Embedding: Build and implement bespoke clinical and administrative workflows with Front of House teams and Vets.
Clinic "Farming" & Optimisation: Identify "under-performing" active accounts and implement strategic plans to grow their home delivery uptake and the number of electronic product recommendations.
In-House Training: Conduct intensive in-person training sessions for veterinary surgeons, nurses, practice managers and receptionists.

Proven experience in account management, onboarding, implementation, or customer success, ideally within the veterinary, animal health, healthcare, or SaaS sectors
Strong ability to work with veterinary surgeons, nurses, practice managers, and client care teams to design and embed effective clinical and administrative workflows
Confident and credible trainer, with experience delivering in‑practice training to multidisciplinary veterinary teams and driving sustained behaviour change
Demonstrated success in optimising existing veterinary accounts, increasing digital adoption, home delivery usage, and electronic product recommendations
Excellent stakeholder management and problem‑solving skills, with the ability to identify and resolve common practice pain points such as time pressures, client compliance, and operational inefficiencies
Highly organised and self ‑motivated, with experience managing a large territory, extensive travel, and autonomous scheduling to support clinics across a national footprint

Veterinary Customer Success Lead

Key skills