Program Adoption Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for veterinary clinics during the CarePath implementation process, guiding clients from the kickoff phase through to a successful launch, adoption, and transition to Customer Success.

• Set up CarePath environments, which includes tenant configuration, user permissions, PIMS integrations, data validation, and workflow setup, collaborating with internal technical teams to troubleshoot and resolve any issues as required.

• Oversee implementation milestones, timelines, training sessions, launch readiness activities, and project risks to guarantee successful outcomes for customers.

• Acquire in-depth knowledge of CarePath workflows, integrations, and data flows to convert technical requirements into straightforward, actionable advice for clinic teams.

• Facilitate onboarding sessions and training for veterinary clinic personnel while creating and maintaining documentation, training materials, and resources that promote successful adoption.

• Work closely with Strategic Account Managers to assist with clinic-level onboarding, program opt-ins, and adoption initiatives for strategic accounts.

• Organize implementation activities across various customer journeys and partner programs, ensuring clinics are onboarded using scalable, repeatable procedures.

• Collaborate with Product, Engineering, and project teams to manage shared data dependencies, synchronize cross-functional workstreams, and avoid delivery obstacles.

• Contribute to the definition, testing, validation, and operationalization of onboarding frameworks, communication protocols, suppression logic, and data workflows that can be replicated across additional product and medication journeys as the business expands.

• Collect customer feedback, pinpoint recurring challenges and opportunities, and collaborate with Product and Engineering teams to continuously enhance the product, implementation experience, and operational processes.

⛳️ Requirements

• A minimum of 3 years of experience in customer onboarding, implementation, customer success, technical support, or a comparable customer-facing role.

• Experience in the veterinary, animal health, or pharmaceutical industry.

• Understanding of PIMS systems (such as Cornerstone, Avimark, ezyVet) and the data-related challenges they present.

• Background in SaaS implementations, tenant configuration, user management, or software administration.

• Familiarity with SaaS products, software platforms, or technology-enabled workflows.

• Excellent customer communication skills with the capability to establish trust and confidence with users.

• Comfortable learning and operating within technical systems, configurations, and software workflows.

• Proficient in troubleshooting issues, identifying root causes, and coordinating solutions.

• Strong attention to detail and the ability to manage multiple customer implementations at the same time.

• A customer-centric mindset with a passion for assisting users in successfully adopting new technology.

🏝️ Benefits

• Medical coverage for employees and their dependents (80-90% covered by the employer).

• Employer contributions to HSA with HDHP.

• 401(k) matching up to 3.5%.

• Dependent Care Flexible Spending Account (FSA).

• Dental & Vision coverage options available.

• Basic Life and AD&D Insurance.

• Short and Long Term Disability benefits.

• Flexible Time Off & 12 Paid Annual Holidays.

• Paid Parental Leave.

• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance.

• $250 Annual Stipend for Learning and Development.