Veterinary Client Success Lead – Vetsource
Location: Coventry, Leeds, Leicestershire, Northampton, UK
Salary: £43,000-£47,000 (dependent on experience)
Hours: 37.5 hours per week, Monday – Friday
Role Overview
This role focuses on the critical post‑signature phase: onboarding clinics, training staff, building workflows, and “farming” existing accounts to optimise their home delivery performance. By digitising their services, this role helps clinics retain business in‑house and grow revenue. It also frees up more team time for the treatment of pets and engagement with pet owners while Vetsource delivers prescriptions and nutrition products directly to the pet owner's home.
Responsibilities
* Onboarding & Launch: Lead the end‑to‑end setup of newly signed clinics across mainland UK, gathering necessary data, creating the online store, and managing the enrolment process through to a successful launch.
* Workflow Integration & Embedding: Build and implement bespoke clinical and administrative workflows with Front of House teams and Vets, ensuring Vetsource is incorporated into daily routines, from the consultation room to the reception desk.
* Clinic Farming & Optimisation: Identify under‑performing active accounts and implement strategic plans to grow home delivery uptake and the number of electronic product recommendations, assisting clinics in moving medication and nutrition volume to their practice‑branded online store.
* In‑House Training: Conduct intensive in‑person training sessions for veterinary surgeons, nurses, practice managers and receptionists to ensure full adoption of the Vetsource platform.
* Stakeholder Problem Solving: Act as the expert for addressing clinic pain points, helping stakeholders navigate the transition to digital home delivery solutions.
* Cross‑Functional Collaboration: Partner closely with internal Vetsource stakeholders to ensure a seamless handover from the initial sale to full activation, continuously improving the platform.
* Performance Tracking: Maintain accurate, real‑time records of activation stages in the CRM, identifying inefficiencies in the onboarding journey and proposing improvements.
Qualifications
* Proven experience in account management, onboarding, implementation, or customer success, ideally within 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, able 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.
Benefits
* Private healthcare and equal parental leave.
* Generous pension, up to 9% contribution.
* Life assurance, 4x salary.
* Annual leave starting at 24 days, rising to 32 with service.
Travel Requirements
Regular travel across the UK is required, with several days per week on the road and occasional overnight stays depending on customer locations and meeting schedules. Candidates ideally based in the Midlands with easy access to the M1 and/or M6.
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