Customer Success Team Lead

**Your New Chapter**
Are you passionate about delivering exceptional customer experiences? Do you want to lead a team that shapes the future of pet care? Best for Pet, Australia’s leading pet health and wellness membership program and a proud part of VetPartners, is experiencing rapid growth. We’re excited to offer an opportunity for a Customer Success Team Lead to join our Sydney team and make a meaningful impact.

This role features a hybrid work arrangement, with four days in the office to promote collaboration, build strong connections, and enhance team engagement.

**Why VetPartners?**
At VetPartners, we're more than just a company - we're a family united by our passion for animal welfare and excellence in veterinary care. Working with us means being part of a dynamic and supportive community where your contributions are valued, and your growth is nurtured.

**Why Work With Us?**
- Shared Purpose: Join a passionate community dedicated to advancing animal healthcare and making a positive impact on pets and their owners.
- Collaborative Culture: Experience a supportive environment where collaboration fuels innovation and fosters personal and professional growth.
- Opportunities for Growth: Grow with us through ongoing training, mentorship, and career advancement opportunities tailored to your development.
- Rewarding Work: Make a difference every day by contributing to meaningful projects that positively impact the health and well-being of animals.
- Work-Life Balance: Enjoy flexible working arrangements and support to maintain a healthy balance between your professional and personal life.

**What is Best For Pet?**
Best for Pet is a brand which unites and powers our network of 250+ vet clinics across Australia and New Zealand. Within the Best for Pet ecosystem is our Best for Pet Wellness Plan. The Wellness Plan is an innovative market leading product and is currently our Best for Pet hero product. The Wellness Plan is designed to make it easier to access routine, preventative healthcare services not typically covered by pet insurance such as vet consultations, annual core vaccinations, discounted dentistry and many other benefits.

**Key Responsibilities**
- Build & Lead the Team: Hire, onboard, and upskill a team of customer support employees, providing clear goals, feedback, and performance management.
- Shape the Strategy: Develop and implement a strategy that supports our ambitious growth, ensuring world-class customer and clinic experiences.
- Enhance Operations: Oversee the design and optimization of the support system, streamlining processes to eliminate friction and improve efficiency.
- Drive Continuous Improvement: Establish metrics, identify areas for improvement, and stay informed about industry best practices and trends.
- Collaborate Across Teams: Work closely with Learning & Development for product training and provide valuable input to the Product Development team.
- Foster Relationships: Conduct customer health checks and build strong connections with our clinics to better understand their needs and decision-making processes

**Skills, Attributes, and Experience**:

- Experience: At least 5 years in Customer Success or Account Management, with proven experience managing a small team.
- Industry Knowledge: Experience in pet care, healthcare, or insurance industries is highly desirable.
- Technical Skills: Familiarity with Salesforce and Jira (or similar platforms).
- Process-Oriented: A keen ability to identify and implement process improvements to enhance efficiency and outcomes.
- Leadership: A natural leader who inspires, supports, and develops their team to achieve exceptional results.

**How To Apply**:
VetPartners is committed to Equal Employment Opportunities. We are committed to being an inclusive, diverse, and flexible workplace where differences are valued. We welcome people of all backgrounds, experience, and abilities.