Head of Customer Success
About Our Client
Join a growing team and help transform how veterinarians buy the supplies they need to keep America’s pets healthy. The organization’s eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. The community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states.
This is a growing team on a mission to modernize the $50B+ animal health industry. Simply put, the organization helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. This is a growth stage company with notable investors. The organization is looking for exceptionally talented and passionate people to join its growing team.
About The Role
The Head of Customer Success is responsible for managing some of the organization’s most important commercial relationships. This role will manage a high-performing team that supports the organization’s largest animal health pharmaceutical manufacturer partners with critical sales and marketing functions. This individual will frequently be presenting to and interacting with decision-makers across the organization’s largest partners, so confidence and comfort performing in high-stakes environments are essential.
The ideal candidate is a highly personable, detail-oriented person who thrives in a fast-paced, ever-changing environment. A strong team has been built around this function, and this role will be responsible for fostering the potential of and supporting the professional development of that team. Together, the team will be responsible for driving value to these critical relationships to maintain and grow them.
Key Responsibilities
- Manage a team of 8-10 people focused on supporting the organization’s largest manufacturer partners
- Assist in developing strategies for, implementing, and proving the effectiveness of different initiatives, alongside the team and partners
- Travel (up to 25%) to clients for in-person business reviews and strategy sessions, building strong trust
- Gather feedback to inform the commercial strategy and development priorities
- Assist in outlining and reviewing team-created materials that will be sent to clients (proposals, results decks, QBRs, etc.)
- Continually iterate on team process to optimize performance
- Conduct regular account reviews to set achievable goals and assess performance across accounts
Required Qualifications
- 10+ years of account management, relationship-based sales, or similar experience
- Previous people management responsibilities for a team of 3+
- Proven experience managing complex enterprise relationships
- An eagerness to be involved in the details of ongoing projects, despite a high-level role & title
- Strong attention to detail and project management skills
- Interest in data and more quantitative problem solving
- Ability to adapt quickly and manage many concurrent responsibilities
- Expertise in Excel, PowerPoint, and Word
- A positive attitude and team-based mentality; excellent collaboration skills
- Comfortability in a fast-paced environment
Benefits (Full Time Roles)
- 100% remote within the USA
- Medical, Dental, and Vision Insurance
- Automatic 401k contribution
- Employee referral program
- At home office set up
- Bi-annual company retreats
- Open vacation policy
- Equity
- Monthly team events
Salary Range
The typical base pay range for this role across the U.S. is: $160,000/year – $280,000/year + bonus + equity + benefits. In addition to base compensation, the organization offers a comprehensive benefits package. Please refer to the “Benefits (Full Time Roles)” section above for more details.
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”