Client Success & Operations Manager

Client Success and Operations Manager

Position:
Full Time – $75,000 – $85,000

Reports to:

CEO and/or Revenue Operations Lead

Vetty Pet is a fast‑growing startup on a mission to modernize how veterinary clinics serve pet parents. Our white‑labeled e‑commerce platform streamlines clinic operations while unlocking new revenue through product and service sales, allowing veterinary teams to focus on delivering exceptional, personalized care. Pet parents gain access to a trusted, vet‑curated marketplace for products, information, and essential services.

We’re building something ambitious, and we’re looking for a sharp, organized, execution‑focused and driven generalist who thrives in early‑stage environments, loves solving real problems for real people, and wants to help shape the future of veterinary care.

As Client Success & Operations Manager, you’ll be the execution engine supporting our Revenue Operations Lead and founding team. This role blends client success, operational execution, and lifecycle marketing, with a strong focus on detail, follow‑through, and system‑building.

You’ll turn strategy into reality – setting up campaigns, workflows, onboarding experiences, and operational infrastructure that help clinics see value fast and consistently.

This is an ideal role for someone who is an energized self‑starter, works well independently and with a small team, loves ownership, enjoys being the glue between teams, and finds satisfaction in making things run smoothly.

Support clinic growth and retention by building reliable operations, seamless onboarding, and effective lifecycle marketing – while delivering a high‑quality, intuitive experience for pet parents that drives trust, engagement, and repeat usage.

Smooth clinic onboarding, engaged pet parents, reliable operations, strong campaign execution, and clinics and pet parents that feel supported, informed, and confident using Vetty Pet.

• Own clinic onboarding execution from setup → training → early follow‑up
• Execute against defined onboarding workflows, documentation, and training materials
• Maintain proactive check‑ins with clinics during onboarding and early lifecycle
• Track and report on clinic adoption, usage, and early performance indicators

Success looks like clinics reaching meaningful value quickly and consistently.

• Handle escalated customer support requests (email/chat)
• Maintain clear communication loops between clinics and Vetty Pet
• Identify recurring issues and surface insights to product and revenue teams
• This role improves the system – helps hire for the right full‑time support desk.

• Implement and maintain CRM systems and operational tools
• Coordinate product entry teams, timelines, and quality assurance
• Own internal workflows for issue resolution and client support
• Monitor analytics and flag operational risks or opportunities
• Support distributor‑related coordination and operational tasks
• This role executes marketing and GTM initiatives in partnership with the Revenue Operations Lead and CEO. Strategy and prioritization are set elsewhere.

• Execute and maintain email flows and campaigns for pet parents (Klaviyo: retention, education, promotions)
• Monitor and report on performance metrics (open rates, CTRs, conversions)

• Execute campaigns for product launches, seasonal initiatives, and manufacturer promotions
• Build and update GTM assets (landing pages, one‑pagers, outreach sequences)
• Support referral programs and distributor‑led initiatives
• Assist with pipeline follow‑up and CEO‑led outreach execution