• Director of Customer Success

    Job Locations US-OR-Portland
    Job ID 2018-1191
    Regular Full-Time
  • Overview

    The Director of Customer Success will develop a Success Plan and define standards of excellence in the customer life cycle for both practices and pet owners. Using multiple research channels, this position will use evidence-based methods to uncover customer perceptions, attitudes, and perspectives to enhance products, branding, and positioning/messaging efforts.


    The Success Plan, with a combination of home delivery data and Vetsource’s leading-edge technology, will enable customers to gain greater insight into the health of their business, and ultimately, drive better medical and financial outcomes for their practice and pet owners.


    • Lead and develop cross-company definition and agreement on how to deliver value throughout the customer journey
      • Understand customer dynamics, conducting market and field research
      • Gauge customer pain points and excitement around new technology solutions that they would like to have access to in the future
      • Work with leadership to create a Customer Success Vision that supports short and long-term strategic goals
      • Develop and standardize the Success Plan for customers across business segments
      • Identify opportunities for growth and improvement
    • Establish metrics for defining the organization’s relationship with customers
      • Track real-time trends and issues
      • Develop concise metrics to measure performance and track progress over time for Sales, Marketing, and Account Management
      • Gather feedback from departments and customers
      • Improve the customer experience
    • Drive Value for the customer
      • Be an expert on best practices in change management, help customers embrace new technologies
      • Educate business segments to understand customer objectives and better serve the customer as a trusted advisor
      • Determine how to define, drive, and demonstrate the value of Vetsource services/products to customers
    • In partnership with Vetsource leaders, drive customer success across the organization
      • Use knowledge on customer needs and wants, to prioritize what other technology solutions should be developed and added to the dashboard
      • Clarify ownership and accountability for each stage of the customer’s life cycle to implement strategies that drive customer success and increases the return on investment
      • Provide data-driven solutions to align Inside Sales, Outside Sales, Support, and Marketing with the Success Plan
      • Build strong relationships across the organization and foster company-wide culture of Customer Success
      • Provide solutions and techniques that increase renewal rates, reduce churn, and increase account revenue through cross-selling and up-selling
      • Collaborate on with other departments and lead projects and initiatives that accelerate in-market programs
    • Other duties as assigned



    In addition to the job-specific responsibilities listed above, all employees are expected to support and model Vetsource’s Core Value Principles: Do the right thing every time; Treat others the way you want to be treated; Embrace Change; Be innovative; Get it done; Work hard, have fun! Employees will be held accountable for knowledge and effective application of these principles.


    • Knowledge of customer segmentation techniques and lifecycle management
    • Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear, calm, and concise manner
    • Ability to work in a fast-paced, rapidly changing environment
    • Have a genuine passion for providing excellent customer experience and service
    • Ability to prioritize and balance multiple projects simultaneously
    • Management/Leadership experience
    • Capacity to effectively manage and motivate collaboration and change within the organization
    • Ability to model and perform analysis on key performance indicators (KPI) metrics
    • Customer research methodology
    • Proven ability to follow through with multiple projects
    • Excellent Attention to detail
    • Must be able to use sound judgement
    • Outstanding analytical skills
    • Ability to communicate and partner across departments to identify and assist in the development of enhanced processes and procedures
    • Experience with data-driven solutions
    • Experience with partnerships and acquisitions
    • Market research expert


    Required Education/Experience:

    • Bachelor's degree in Business, Marketing, Finance or related field. Equivalent combination of experience and training will be considered
    • Experience with customer experience technologies
    • Experience running programs and developing strategies to optimize customer satisfaction and experience
    • Experience in project management, planning, and process improvement, as well as problem analysis and resolution at both a strategic and functional level
    • 6+ years of management experience with progressive scope and responsibilities
    • Sales experience
    • Pharmaceutical experience

    Working Conditions

    • Environment where dogs are present
    • Working at a computer for long periods of time
    • Noise level is normally quiet to moderate



    The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.


    We offer a competitive benefit package including medical, dental, vision, Flexible Spending, Life, and 401(k). 


    Vetsource is an Equal Opportunity Employer that abides by federal and state laws that prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation or national origin; or their status as protected veterans or individuals with disabilities.


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