Veterinary Customer Success Lead

Job not on LinkedIn

🔥 16 minutes ago

🇬🇧 United Kingdom – Remote

💵 £40.8k - £44.3k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Mars

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1911

🍽️ Food & Beverage

🏥 Healthcare

🏭 Manufacturing

Food & Beverage • Healthcare • Manufacturing

Mars is a global manufacturer known for its iconic brands across various consumer-focused sectors, including pet care, food and nutrition, and sweets. The company produces popular snacks and treats including chocolate, chewing gum, mints, and fruity confections, such as M&M'S, Snickers, and Skittles, bringing happiness to families and their pets. Mars is deeply committed to sustainability and has implemented the Mars Sustainable in a Generation Plan to improve the health of the planet including initiatives focused on reducing carbon emissions and responsible sourcing. Furthermore, Mars is heavily invested in creating a better world for pets through its extensive pet nutrition and health services. With over a century of operation, Mars places a strong emphasis on inclusion and diversity, striving for a positive impact within the communities it serves.

📋 Description

• Lead end-to-end setup of newly signed clinics across mainland UK • Gather data to create online stores and manage enrolment through successful launch • Build and implement bespoke clinical and administrative workflows with front-of-house teams and veterinarians • Embed Vetsource into daily clinic routines to remove friction and drive adoption • Identify under-performing active accounts and implement plans to increase home delivery uptake and electronic product recommendations • Help clinics move medication and nutrition volume to practice-branded online stores • Conduct intensive in-person training for veterinary surgeons, nurses, practice managers, and receptionists • Resolve clinic pain points during the transition to digital home delivery solutions • Collaborate with internal Vetsource stakeholders to ensure smooth handover from sale to activation and continuous platform improvement • Maintain accurate, real-time activation-stage records in the CRM and propose onboarding improvements

🎯 Requirements

• 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 • 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 • Ability to identify and resolve practice pain points such as time pressures, client compliance, and operational inefficiencies • Highly organised and self-motivated • Experience managing a large territory, extensive travel, and autonomous scheduling across a national footprint • Ability to travel regularly across the UK, spending several days per week on the road • Willingness to stay overnight when required • Candidates ideally based in the Midlands with easy access to the M1 and/or M6

🏖️ Benefits

• Company car • 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 • World-class training & development from day one • Industry-leading salary and benefits package

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