[Remote] Head of Customer Success at Vetcove

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Veterinary, Animal Health, eCommerce, SaaSIndustries

Requirements

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

Responsibilities

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

Skills

Key technologies and capabilities for this role

Customer SuccessTeam LeadershipAccount ManagementOnboardingEnterprise SalesStrategic RelationshipsCross-functional CollaborationAdoption StrategyVeterinary IndustryeCommerce Platforms

Questions & Answers

Common questions about this position

Is this position remote?

Yes, the position is remote.

What team will the Head of Customer Success lead?

The role involves leading a team of 2–4 Account Managers and 4-6 Onboarding Managers focused on clinic rollout, adoption, and retention.

What experience is required for this role?

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

What does Vetcove's company culture emphasize?

Vetcove is a growing, Y Combinator and venture-backed team focused on modernizing the animal health industry, seeking exceptionally talented and passionate people to join.

Does the role require travel?

Yes, the position involves travel up to 25% for regular business reviews and strategy sessions with hospital partners.

Vetcove

Centralized platform for veterinary supply procurement

About Vetcove

Vetcove operates in the veterinary supply market, providing a platform for veterinary practices to order supplies and medications efficiently. The platform acts as a centralized marketplace where veterinary professionals can compare prices and availability from various suppliers, allowing them to access products from multiple distributors without the hassle of visiting different websites or contacting multiple suppliers. This saves time and effort for clinics. Vetcove also includes features like order history tracking, cart management, and analytics to assist practices in making informed purchasing decisions. The company partners with veterinary supply distributors, earning a commission on sales made through its platform, which aligns its interests with those of its clients. Vetcove aims to enhance efficiency and transparency in the procurement process for veterinary practices, addressing a vital need in the healthcare industry.

Boston, MassachusettsHeadquarters

2015Year Founded

$51.6MTotal Funding

SERIES_ACompany Stage

Enterprise Software, HealthcareIndustries

51-200Employees

Benefits

Remote Work Options

Health Insurance

Dental Insurance

Vision Insurance

401(k) Company Match

Home Office Stipend

Unlimited Paid Time Off

Company Equity

Risks

Emerging B2B marketplaces in Asia may challenge Vetcove's market position.

Dependence on distributor partnerships risks product availability if terms change.

Competitors offering lower commissions could attract distributors away from Vetcove.

Differentiation

Vetcove offers a centralized marketplace for veterinary supplies, streamlining procurement processes.

The platform provides price comparison and analytics, aiding informed purchasing decisions.

Vetcove's commission-based model aligns its interests with veterinary practices' needs.

Upsides

Increased telemedicine demand boosts need for Vetcove's integrated supply chain solutions.

Subscription models in pet care offer Vetcove recurring revenue opportunities.

Corporate veterinary group expansion increases demand for Vetcove's bulk order management.

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