Client Success Manager (maternity cover)

Job Description

Established in Cambridge, UK, in 2009, VET.CT is dedicated to helping all veterinary professionals "do their best and feel their best every single day." We are a global leader in supportive, educational teleradiology, backed by a team of over 150 veterinary radiologists and a caring group of vet professionals.

Our values are centered on kindness and empathy, striving for exceptional quality work and outstanding patient care. Join us in advancing clinical standards and improving veterinary well-being across the globe.

This role is a fixed-term contract to provide maternity cover from March 2026 to December 2026.

The Role: Your Purpose

This is a vital 4-day-per-week role (30 hours per week) focused on ensuring our partners across the UK and Europe successfully use our teleradiology service. As a Client Success Manager, you will be the guardian of our client relationships during this interim period, with a focus on retention of existing business and deep engagement of all stakeholders within target clinics (corporate and independent).

This is a hybrid role, requiring flexibility to spend up to 50% of your working time on the road, conducting essential face-to-face visits at veterinary practices to build trust, drive platform adoption, and secure long-term client loyalty.

Key Responsibilities

• Client Engagement & Retention: Spend up to 2 days per week on-site at practices across the UK to strengthen relationships and collect direct feedback for internal improvement. Proactively work to mitigate churn and ensure client commitment remains strong.
• Structured Onboarding & Training: Work closely with the UK & European Sales Manager to onboard new practice staff and ensure all users are fully proficient in submitting Xr, CT, and MRI cases via our platform.
• Relationship Nurturing & Service Advocacy: Build professional relationships with diverse practice roles (vets, nurses, managers, etc.), communicate service updates, and monitor client needs to support their current clinical requirements.
• Expansion Opportunity Identification: During site visits, identify and hand over opportunities for increased usage or adoption of additional VET.CT offerings to the Sales Manager.
• Internal Collaboration: Act as the “voice of the customer,” using HubSpot to track all activity and delivering detailed weekly reports on site visit outcomes, technical blockers, and emerging risks.

Requirements

• Veterinary Insight: A background in the veterinary industry (through experience or education) is essential to effectively communicate with our clinical clients.
• Relationship Excellence: Proven ability to form long-lasting, trust-based relationships, backed by natural charisma and empathy.
• Self-Starter: The ability to work autonomously, managing complex tasks and a demanding travel schedule effectively, while responding to direction from the UK & European Sales Manager.
• Technical Literacy: Competence in Google/Microsoft suites and CRM tools like HubSpot.
• Education: Degree level education. Account management or client success experience is highly desirable.

Benefits

5 weeks holiday

Wellness hours

Critical illness cover

Private medical insurance

Life insurance

EAP

Income protection insurance