Customer Success Lead

Randstad Sourceright; Courteenhall; On-site; GBP 45,000 - 65,000; Full time

Job summary

Randstad Sourceright, on behalf of Vetsource UK, seeks a Customer Success Lead to drive onboarding, training and ongoing optimization for UK clinics. Based near Northampton with high mobility, you will manage end-to-end store setups, workflows, and farming of accounts to grow home delivery and online sales.

Ideal candidates have B2B/B2C sales or veterinary practice operations experience, strong relationship skills, and proficiency in MS Excel and CRM tools to deliver excellent client success

Qualifications

• Bachelor's degree in a relevant field.
• Experience in B2B/B2C sales, account management, or veterinary practice operations.
• Strong relationship-building, proactive, organized, and target-driven mindset.

Responsibilities

• Onboarding & Launch: Lead end-to-end store setup and data collection for newly signed clinics across mainland UK to ensure a successful platform launch.
• Workflow Integration: Build and embed bespoke clinical and administrative workflows across Front of House teams and Vets, ensuring seamless adoption into daily clinic routines.
• Clinic "Farming" & Optimization: Analyze active account performance to grow home delivery uptake, increase electronic product recommendation links, and shift medication/nutrition volume to the clinic's online store.
• In-House Training: Deliver high-energy, in-person training for veterinary surgeons, nurses, practice managers, and receptionists.
• Stakeholder Problem Solving: Act as the main contact for solving clinic pain points during their transition to digital solutions.
• Cross-Functional Collaboration: Work closely with sales and internal teams to ensure a smooth handover from contract sign-off to full clinic activation.
• Performance Tracking: Maintain accurate activation records in CRM software, identifying friction points in the onboarding journey to drive process improvements.

Skills

B2B/B2C sales

Account management

Client onboarding

Relationship building

Team collaboration

Education

Bachelor's degree

Tools

MS Excel

MS Office Suite

CRM systems

Job description

Randstad Sourceright, a leading provider of RPO & MSP Recruitment Services, is currently recruiting for a Customer Success Lead on behalf of Vetsource UK, part of the Mars global family. This role is essential for ensuring that every veterinary clinic that signs onto the Vetsource platform successfully transitions from a new account into a high-performing digital business, helping practices grow revenue and free up clinical time for pet care.

Job Purpose

As Vetsource expands across the UK market, the Customer Success Lead drives the critical post-signature phase—leading clinic onboarding, staff training, workflow integration, and ongoing account optimization ("farming"). By helping veterinary practices digitize their prescription and nutrition services for direct home delivery, this role plays a key part in retaining practice business and modernizing pet care delivery.

Responsibilities

• Onboarding & Launch: Lead end-to-end store setup and data collection for newly signed clinics across mainland UK to ensure a successful platform launch.
• Workflow Integration: Build and embed bespoke clinical and administrative workflows across Front of House teams and Vets, ensuring seamless adoption into daily clinic routines.
• Clinic "Farming" & Optimization: Analyze active account performance to grow home delivery uptake, increase electronic product recommendation links, and shift medication/nutrition volume to the clinic's online store.
• In-House Training: Deliver high-energy, in-person training for veterinary surgeons, nurses, practice managers, and receptionists.
• Stakeholder Problem Solving: Act as the main contact for solving clinic pain points during their transition to digital solutions.
• Cross-Functional Collaboration: Work closely with sales and internal teams to ensure a smooth handover from contract sign-off to full clinic activation.
• Performance Tracking: Maintain accurate activation records in CRM software, identifying friction points in the onboarding journey to drive process improvements.

About You

• Location & Travel Readiness: Based in or around Northampton with a valid UK driving license. Comfortable with high mobility, as >75% travel across mainland UK (including driving and overnight stays) is a central requirement of this role.
• Background: Bachelor's degree in a relevant field. Experience in B2B/B2C sales, account management, or veterinary practice operations (e.g., Veterinary Nurse, Practice Manager, or Paraprofessional looking to step into a sales/CS role).
• Skills & Mindset: Proactive, organized, and target-driven with a strong "winning" mindset and exceptional relationship-building skills.
• Technical Proficiency: Proficient in MS Excel and the broader MS Office Suite, with comfort using CRM systems