Program Adoption Manager

PetDesk

1d•$70,000 - $82,000•Remote

About The Position

As a Program Adoption Manager, you will play a critical role in helping veterinary clinics successfully adopt CarePath. You will own the day-to-day implementation experience for assigned clinics, guiding customers from kickoff through launch by managing setup, configuring environments, coordinating integration requirements, validating workflows, and delivering training to ensure teams are confident using the platform. This role combines customer relationship management, technical problem-solving, and operational execution—you’ll work directly with clinic teams while partnering closely with Product, Engineering, Marketing, Partnerships, Customer Success, and Strategic Account Managers to successfully onboard clinics, coordinate cross-functional dependencies, and continuously improve the onboarding experience. You'll play a key role in scaling adoption across multiple product journeys while ensuring implementation processes remain repeatable, efficient, and customer-centric. CarePath is building the infrastructure that connects veterinary clinics, pet owners, and industry partners through seamless point-of-sale integrations and data-driven engagement. Our platform integrates with 26+ Practice Management Information Systems (PIMS) to help thousands of veterinary clinics deliver better client experiences while enabling partners to drive measurable impact across the pet care ecosystem. We are at an exciting stage of growth—scaling a new product line, expanding clinic adoption, and building the technology and operating model to support the next phase of the business. We are looking for builders who enjoy solving complex problems, collaborating across teams, and creating solutions that directly impact veterinary practices and pet owners.

Requirements

3+ years of experience in customer onboarding, implementation, customer success, technical support, or a similar customer-facing role
Veterinary, animal health, or pharma industry experience
Familiarity with PIMS systems (Cornerstone, Avimark, ezyVet) and the data challenges they present
Experience with SaaS implementations, tenant configuration, user management, or software administration
Experience working with SaaS products, software platforms, or technology-enabled workflows
Strong customer communication skills with the ability to build trust and confidence with users
Comfortable learning and working with technical systems, configurations, and software workflows
Ability to troubleshoot issues, identify root causes, and coordinate solutions
Strong attention to detail and ability to manage multiple customer implementations simultaneously
A customer-first mindset with a passion for helping users successfully adopt new technology

Responsibilities

Serve as the primary point of contact for veterinary clinics throughout the CarePath implementation journey, guiding customers from kickoff through successful launch, adoption, and transition to Customer Success
Configure CarePath environments, including tenant setup, user permissions, PIMS integrations, data validation, and workflow configuration, partnering with internal technical teams to troubleshoot and resolve issues as needed
Manage implementation milestones, timelines, training sessions, launch readiness activities, and project risks to ensure successful customer outcomes
Develop expertise in CarePath workflows, integrations, and data flows to translate technical requirements into simple, actionable guidance for clinic teams
Conduct onboarding sessions and training for veterinary clinic staff while creating and maintaining documentation, training materials, and resources that support successful adoption
Partner closely with Strategic Account Managers to support clinic-level onboarding, program opt-ins, and adoption activities for strategic accounts
Coordinate implementation activities across multiple customer journeys and partner programs, ensuring clinics are onboarded using scalable, repeatable processes
Collaborate with Product, Engineering, and project teams to manage shared data dependencies, align cross-functional workstreams, and prevent delivery blockers
Help define, test, validate, and operationalize onboarding frameworks, communication rules, suppression logic, and data workflows that can be replicated across additional product and medication journeys as the business scales
Gather customer feedback, identify recurring challenges and opportunities, and partner with Product and Engineering teams to continuously improve the product, implementation experience, and operational processes