• Responsible for the technical relationship with enterprise customers • Drive customer adoption and value realization with the platform • Collaborate with Account Executives to articulate technical benefits • Lead customer journey from onboarding to value realization • Monitor adoption and address hurdles to achieve committed usage levels • Conduct personalized training sessions and create resources for users • Design and execute Mutual Activity Plans • Provide valuable inputs for customer business reviews • Engage proactively to mitigate churn risks • Build strong connections with technical stakeholders • Keep users informed about new features and provide refresher training • Support business case development for expansion opportunities • Quantify the impact of solutions on customer business

Role Description The Customer Success Manager drives measurable customer outcomes by owning the complete post-sale lifecycle across assigned 503A and 503B customer portfolios, ensuring adoption, retention, satisfaction, and renewal readiness while advancing Empower's strategic growth objectives. This role orchestrates cross-functional execution, translates customer insights into scalable improvements, and proactively mitigates operational risk within a highly regulated, hyper-growth environment. Leveraging AI as a force multiplier, the Customer Success Manager accelerates decision-making, prioritization, predictive risk identification, customer engagement, and operational quality through data-driven intelligence and automation. Success requires: - Strategic thinking - Disciplined execution - Learning agility - Customer obsession - Regulatory awareness - Ability to continuously improve customer experiences - Enable scalable organizational performance and sustained business value Responsibilities - Customer Lifecycle Management - Lifecycle Ownership: Serve as the single accountable owner for assigned customer relationships throughout the post-sale lifecycle, leading onboarding, adoption, enablement, customer health monitoring, retention activities, and renewal readiness. - Success Planning: Develop, execute, and continuously refine customer success plans that align customer goals with Empower's therapies, services, and operational capabilities. - Relationship Excellence: Build trusted relationships through proactive communication, consultative guidance, and responsive customer engagement. - Customer Enablement And Operational Excellence - Customer Enablement: Lead onboarding, education, and ongoing customer coaching to ensure safe, compliant, and effective use of Empower therapies, products, and workflows. - Operational Coordination: Collaborate closely with various teams to resolve customer challenges and improve service delivery. - Performance Monitoring: Monitor customer adoption, utilization, engagement, adherence, and operational performance using CRM and analytics tools. - Business Insights And Continuous Improvement - Insight Generation: Capture customer feedback, operational observations, and engagement trends to identify opportunities for improvement. - Risk Management: Continuously evaluate customer health indicators and operational performance to proactively identify and mitigate risks. - Continuous Improvement: Contribute to scalable operational excellence by documenting best practices and supporting organizational learning initiatives. Knowledge and Skills - Demonstrated expertise with Salesforce CRM, Customer Success platforms, Microsoft Excel, Tableau or Power BI, AI-enabled analytics, workflow automation, and customer intelligence technologies. - Strong knowledge of customer lifecycle management, onboarding, enablement, customer health scoring, retention strategies, renewal readiness, risk management, and continuous improvement methodologies. - Exceptional communication, executive relationship management, strategic planning, problem-solving, collaboration, coaching, facilitation, and cross-functional leadership skills. - Proven ability to leverage artificial intelligence, predictive analytics, automation technologies, and data-driven decision-making. Experience and Qualifications - 2–5 years in Customer Success, healthcare operations, patient services, specialty pharmacy, or regulated enterprise support roles. - Bachelor’s degree in healthcare administration, life sciences, nursing, public health, operations, health informatics, supply chain, or equivalent experience. - Proficiency with CRM (Salesforce), customer success platforms, and BI tools (Tableau/Power BI); strong Excel. - Experience using analytics, risk models, or AI-driven tools preferred. - Proven success-coaching, training, and enablement abilities; strong analytical and communication skills. - Proactive, ownership-driven, outcome-focused mindset. - Experience in specialty pharmacy, compounding (503A/503B), healthcare SaaS, regulated environments, patient adherence programs, or institutional workflows is preferred. - Familiarity with QBRs/EBRs and Customer Success platforms (e.g., Gainsight) is desirable. - Formal training/working knowledge of USP<797>/<800> or other compounding standards is desirable. - Required: HIPAA training (required on hire and annually). - Preferred: Certified Customer Success Manager (CCSM), Lean/Six Sigma. Employee Benefits, Health and Wellness - Comprehensive medical, dental, and vision coverage - Paid time off - 401(k) matching - Wellness perks - IV therapy - Compounded medications Physical Requirements While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. Employees are regularly required to move about the office and around the corporate campus.

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year. We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care. About the position Vetcove is looking for a Customer Success Manager. As the veterinary market continues to consolidate, we’re looking for someone to develop, maintain, and grow our relationships with the key veterinary hospital consolidators. You’ll be leading all of our efforts in this aspect of the business. As a Customer Success Manager you will be responsible for working directly with our existing network of corporate hospital group partners to understand their developing needs and react to them in order to inform both our long-term company strategy and product development roadmap. In addition to working with our current accounts, you will be developing strategic relationships with many others to strengthen our competitive position among the largest veterinary consolidators. You will serve as the primary point of contact, and trusted partner, working with our corporate partners (and future partners) to fully understand their needs, demonstrate our value, and ensure we’re strategically positioned to best support them. What you'll do - Design and lead Vetcove’s corporate accounts strategy - Position yourself as a strategic partner to key stakeholders and champions within named accounts in order to build and maintain strong, long-lasting relationships - Craft narratives and prove customer value through comprehensive business reviews and strategic touch-points, both over the phone and through on-site meetings - Develop proficiency in collecting ongoing customer product feedback to establish an effective feedback loop for customer needs and our product development strategy - Take a methodical approach to strategic planning in each of your owned accounts by creating a roadmap which continuously progresses the customer towards their specific platform goals, account growth, and overall success with Vetcove - Stay tuned in to the veterinary consolidation market and understand how Vetcove can evolve to adapt to changes in market dynamics - Nurture relationships with non-contracted corporate consolidators to be sure they understand Vetcove’s value and how we can fit into long term strategy You should have - Bachelors Degree - 4+ years in account management - Exceptional verbal, written, and presentation skills - Excellent time and process management skills - Strong analytical skills - Proven success identifying and developing executive relationships - A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup 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 The typical base pay range for this role across the U.S. is: $80,000/year - $150,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $90,000 - $120,000 + bonus + equity + benefits. This salary range is a good faith estimate of what Vetcove may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects the base hourly rate or annual compensation (as applicable), and does not include bonus, equity or other incentives. In addition to base compensation, Vetcove offers a comprehensive benefits package. Please refer to the “Benefits (Full Time Roles)” section above for more details. To apply, please submit your application through Vetcove’s Careers Page. The application deadline is August 1st, 2026. Please note we are unable to sponsor work visas at this time. Attention all job seekers! We want to ensure that you’re well-informed about a serious matter affecting the job market. It has come to our attention that scammers are operating in the industry, impersonating employees and attempting to deceive savvy applicants like you. Here’s what you need to know: - Our job listings are exclusively available on official sites (our careers page, LinkedIn, BuiltIn, and Indeed). Be cautious of other sources claiming to represent us or any organization that you’re interested in. Stay on the lookout! - Authentic communications from our company will only come through verified email addresses and phone numbers. If you receive unexpected messages or calls, exercise caution and verify their authenticity. Don’t let scammers catch you off guard! - It's essential to independently verify the legitimacy of any job postings you come across. Visit our official careers page to confirm the validity of any openings. Stay proactive and protect yourself! - Remember that during the application process, we will never request sensitive personal or financial information from you. Be wary of anyone asking for such information. Keep your personal data secure! - If you suspect any fraudulent activity or encounter suspicious individuals, please report it immediately to our recruiting department. By working together, we can combat these scams and keep the job market safer for everyone. We understand the importance of your job search and want to ensure your experience is positive and secure. Always exercise caution and stay scam-smart! Employment is contingent upon successful completion of a background check. Vetcove is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds, regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status. We are dedicated to providing a work environment free from discrimination, harassment, and retaliation. It is our policy to provide equal employment opportunity to all applicants in accordance with all applicable laws and regulations. If you require accommodations during the application or interview process, please let us know and we will make every effort to accommodate your needs.

• Drive end-to-end management of strategic accounts, including account planning, QBRs, renewal readiness, and expansion identification. • Help design Steer's enterprise CS framework, defining how we proactively support and scale our highest-value accounts. • Partner with Support, Onboarding, Product, Sales, and RevOps to resolve complex escalations and translate customer feedback into internal action plans. • Create clear account plans for top-tier accounts to give the broader team visibility into enterprise health, revenue risks (GRR), and net revenue opportunities (NRR). • Lead smooth onboarding transitions, coordinate reporting and campaign strategies, and resolve complex issues before they become urgent.