Vet Clinic Retention Associate

Vetcove Inc.; United States; Remote; USD 50,000 - 75,000; Full time

Benefits offered by this job

Remote within USA

Medical, Dental & Vision Insurance

401k

Employee referral program

Home office setup

Bi-annual retreats

Open vacation policy

Equity

Monthly team events

Job summary

Vetcove Inc. is seeking a proactive Customer Retention specialist to strengthen relationships with thousands of veterinary professionals across the U.S. You will engage via phone, chat, email, and video, resolving concerns and driving deeper usage of the Vetcove platform.

You will train users, collect feedback, and collaborate with CX, Sales & Growth, and Engineering to implement enhancements. The role is fully remote within the United States and offers a comprehensive benefits package.

Qualifications

• Bachelor's degree required.
• 1–3 years of customer-facing work experience.
• Excellent written and verbal communication skills.
• Ability to adapt quickly and manage many concurrent responsibilities.
• Positive attitude and team mentality.
• Ability to deliver engaging presentations and demos.
• Experience on tech platforms is a plus.
• Veterinary industry experience strongly preferred.

Responsibilities

• Identify clinics at risk of churning and engage proactively.
• Reach out via phone, email, live chat, and video conference.
• Educate and develop existing Vetcove users for deeper platform engagement.
• Address concerns in a calm, compassionate manner.
• Create content to educate and support veterinary professionals.
• Analyze customer flow to understand activity of clinics.
• Collect customer feedback to guide platform evolution and objections handling.
• Collaborate with CX, Sales & Growth, and Engineering on feature requests and enhancements.
• Help optimize retention workflows and processes.

Skills

Customer facing

Communication

Adaptability

Presentation skills

Tech platforms

Veterinary industry experience

Education

Bachelor's degree

Job description

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

The Customer Retention team is responsible for maintaining and strengthening existing relationships with our vibrant community of veterinary professionals! The Customer Retention team uses a multifaceted approach to identify weak spots in our relationships with customers, as well as field objections and concerns so that we can work towards a resolution and stronger relationship.

This is achieved through a variety of holistic methods including strategic outbound calling, community events, educational courses & webinars, an ambassador program, email campaigns, reporting, and collaborative content. This role constitutes a vital piece of the overall customer experience journey, so candidates will work closely with both the Customer Experience team as well as the Sales & Growth team.

The ideal candidate is a proactive self-starter who thrives in a team environment. This person will be excited by the challenge of proactively engaging with our customer base and is willing to go the extra mile to ensure all concerns are addressed. Candidates are expected to engage with a large (and quickly growing) community of thousands of passionate veterinary professionals by phone, live chat, email, and video conference. The ideal candidate has a passion for helping others and is empathetic, resilient, and tenacious.

What you'll do

• Strategically identify clinics who may be slipping away as an active customer
• Perform proactive outreach to clinics predominantly via phone in addition to email, live chat, and video conference
• Train, educate, and develop existing Vetcove users so they may engage on the Vetcove platform more deeply and meaningfully
• Field concerns and objections in a level-headed and compassionate manner
• Create engaging content that educates and supports all veterinary professionals, including doctors, veterinary technicians, and inventory specialists
• Engage in highly analytical and critical thinking to best understand the flow of clinics in and out of our active user base
• Solicit feedback from our customers in order to understand how we can better evolve our platform and proactively field any objections clinics may have to using Vetcove
• Work cross-functionally to provide our customer experience team, sales and growth team as well as our engineering team with information on feature requests and recommendations for enhancements to our tools
• Help to continuously develop and expand processes in order to streamline customer retention workflows and strategies

You should have

• Bachelors Degree
• 1-3 years of relevant, customer facing work experience
• Excellent written and verbal communication skills
• Ability to adapt quickly and manage many concurrent responsibilities
• A strong desire to help our customers succeed
• A positive attitude and one-for-all team mentality
• Ability to give highly engaging presentations and demos
• Experience on tech platforms a plus
• Veterinary Industry experience strongly preferred

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: $50,000/year - $75,000/year + bonus + equity + benefits. There is a different range applicable to specific work locations. For Colorado, the salary range is: $55,000 - $70,000 + 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.

The application deadline is October 1st, 2026.

Please note we are unable to sponsor work visas at this time.

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.