Program Manager, Customer Success
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Job Description
Program Manager driving adoption, ROI, and renewals for Cubex, a smart medication and supply management platform for veterinary hospitals. Coordinating enterprise customer success across parent-account portfolios.
Responsibilities:
- Own program health, adoption, and utilization across assigned parent-account logos
- Translate regional CSM practice health checks and optimization findings into an enterprise program view
- Drive remediation and optimization plans to improve customer health scores and operational outcomes
- Maintain a live view of program adoption and ROI
- Lead Executive Business Reviews, ROI validation, and clinical/financial benchmarking
- Quantify and communicate customer value impact across financial, operational, and regulatory dimensions
- Support Continuing Education programs and standard-of-care rollouts
- Surface category-expansion and new-hospital opportunities for sales leadership to pursue
- Keep every logo renewal-ready through health scoring, readiness plans, and early risk identification
- Coordinate the regional CSM team's engagement schedule across the portfolio
- Partner with Implementation, Product, Support, and Customer Success for smooth transitions and high-impact delivery
- Maintain accurate program and customer records in Salesforce
Requirements:
- 5+ years in customer success, program management, or account management in healthcare, veterinary, dental, or medtech
- Demonstrated success driving adoption, optimization, and value realization for multi-site customers
- Strong ability to build and present ROI, health-scoring, and program-impact narratives
- Excellent stakeholder management with clinical and administrative audiences
- Salesforce discipline; highly organized and proactive in a field-based role
- Up to 50% travel in a field-based role
- Bachelor's degree in Business, Life Sciences, Healthcare, or related field preferred
Benefits:
- Open PTO; including 9 observed holidays
- Medical, dental, and vision insurance
- Health Savings Account
- Flexible Spending Accounts; Health Care and Dependent Care
- 401(k) with generous company contribution- Safe Harbor Contribution
- Company paid long-term disability and life insurance
- Employee Assistance Program (EAP)
- United Pet Care pet coverage
- Internet/cell and gym reimbursement
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