Veterinary Customer Success Lead – Vetsource

Job Description

Job Description:

📍 Coventry, Leeds, Leicestershire, Northampton
💷 £43,000-£47,000 dependent on experience
🎁 + Company car and exceptional benefits

⏰ 37.5 Hrs per week - Mon -Fri

🌟 Why Join Us?

As Vetsource International, part of the Mars global brand, expands within the UK, the Clinic Activation Lead exists to ensure that every veterinary clinic that signs onto the platform successfully transitions from a 'lead' to a 'high-performing digital business'

💼 The Role

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.

Furthermore, this role assists clinics in freeing up more team time for the treatment of pets and engagement with pet owners, while Vetsource conveniently delivers prescriptions and nutrition products directly to the pet owner's home.

This is a role that requires regular travel across the UK. Candidates should expect to spend several days per week on the road, meeting customers and prospects nationwide. To support efficient coverage, candidates ideally based in the Midlands with easy access to the M1 and/or M6, enabling travel in all directions.

Overnight stays will be required depending on customer locations and meeting schedules.

⭐ What’s in it for you?

• Private healthcare + equal parental leave

• Generous pension (up to 9% contribution)

• Life assurance (4x salary)

• Annual leave starting at 24 days, rising to 32 with service

✅ What We’re Looking For

• 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

📝 Key Responsibilities

• Onboarding & Launch: Lead the end-to-end setup of newly signed clinics across mainland UK. Gather necessary data to create the online store and manage 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. Ensure Vetsource is incorporated into daily routines, from the consultation room to the reception desk, to remove friction and drive adoption.

• 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 (aka. electronic product purchase link). Assist clinics in moving more of their 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 (i.e.: the whole team) to ensure full adoption of the Vetsource platform and services.

• 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 various internal stakeholders within the Vetsource team to ensure a seamless "handover" from the initial sale to full activation, and continuous improvements of the platform.

• Performance Tracking: Maintain accurate, real-time records of activation stages in the CRM file, identifying inefficiencies in the onboarding journey and proposing improvements to the team.

🌍 What You Can Expect from Mars

• Work alongside 130,000+ Associates worldwide guided by our Five Principles

• Be part of a purpose-driven company shaping “the world we want tomorrow”

• Access world-class training & development from day one

• Join a company with an industry-leading salary and benefits package