Customer Success Lead

Perth, Western Australia

Working at Vedi

Vedi is a digital healthcare data company revolutionising the veterinary industry with its world-first healthcare platform. Our Universal Health Record Platform connects veterinarians, animals, specialists, and owners, providing access to services, smart digital tools, and complete, accurate health data at the touch of a button. With Vedi, veterinarians can deliver better care and pet owners can take an active role in their pet's health, leading to better outcomes and a thriving healthcare system.

Since Vedi launched in January 2019:

  • +1,500 patients join Vedi every week
  • Finalist for WA Innovator of the Year 2022
  • Innovation Showcase Finalist for Animal Health,Nutrition and Technology Innovation Europe 2023
  • GP vets, referral hospitals, pathology labs, microchip registries, crematoriums, and pet owners rely on Vedi daily to provide their services and care for patients

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Job description

Vedi is gearing up for rapid growth, and the Customer Success Lead will play an integral role.

You'll work closely with users and clients to discuss product features and better ways of working, manage key accounts and clinics, and onboard new clinics to Vedi. You'll work with our product and sales teams to develop innovative initiatives to support self-serve onboarding and create documentation that supports rapid growth and quick onboarding.

Your role will be critical in account usage growth within critical segments, such as scan rates, module adoption, and usage. You'll also lead new feature adoption conversations, ensure regular check-ins with key accounts, and cultivate customer evangelists.

In your coordination with the Marketing and Product teams, you'll develop life cycle activation strategies, conduct discovery to generate opportunities for the Vedi Sales team, and support the marketing and sales teams with testimonials and case studies.

In addition, you'll assist the customer support team in ensuring the best possible customer experience.

If you're ready to take on this exciting challenge, we want to hear from you!

Our core behaviours

1. Earn customer trust
2. Always do the right thing
3. Apply candour with care
4. Dream big and deliver

Key responsibilities

  • Liaise with users and clients to ensure that Vedi's products are meeting their needs and expectations.
  • Work closely with the sales and marketing team to support growth initiatives and lead generation.
  • Discuss product features and better ways of working to ensure users and clients are getting the most out of Vedi.
  • Manage key accounts and clinics to ensure they receive excellent service and are satisfied with their experience.
  • Help onboard new clinics to Vedi, providing support and guidance through the process.
  • Manage and support the fulfilment of physical hardware and consumables to clients, and develop initiatives to streamline the process.
  • Develop and own initiatives that support self-serve onboarding to enable Vedi to scale quickly and efficiently.
  • Develop documentation for scale and automation to support rapid growth and quick onboarding, making the process as easy as possible for customers.
  • Own the end-to-end success of Vedi customers, including revenue retention, growth, and customer happiness metrics.
  • Devise a metrics-driven approach/playbook for activation and ensure that the "Health Score" accurately reflects all key metrics.
  • Be responsible for account usage growth within critical segments (scan rates, module adoption and usage etc.), helping customers to make the most of Vedi's offering.
  • Proactively plan for and lead new feature adoption conversations, ensuring that users are aware of and utilising Vedi's latest offerings.
  • Ensure regular check-ins with key accounts and set a cadence for all customer segments, building strong relationships and addressing any issues that may arise.
  • Cultivate customer evangelists, building a loyal customer base that advocates for Vedi.
  • Develop life cycle activation strategies in coordination with Marketing and Product teams, ensuring that Vedi products are used to their fullest potential.
  • Conduct discovery to generate opportunities that can be shared with the Vedi Sales team, unlocking growth.
  • As required, support the marketing and sales teams with testimonials and case studies, providing valuable customer feedback and insights.
  • Assist the customer support team in ensuring customers have a positive experience with Vedi and their needs are met promptly and efficiently.


  • Must be able to work independently and proactively.
  • 3 years of comparable experience.
  • Prior knowledge of CS tools such as Metabase and Hubspot is not mandatory, but would be considered a significant advantage.
  • Proficiency in SQL would be a valuable asset, but it is not a prerequisite.
  • Familiarity with veterinary practice software, like ezyVet and RxWorks, is not mandatory but would be considered a significant advantage.
  • Possessing knowledge of veterinary workflows and clinic operations would be a significant advantage.
  • Exhibiting a strong work ethic and a willingness to learn.
  • The ability to analyse data, recognise patterns, establish a course of action to tackle them, and inform the leadership of the findings.
  • You are comfortable with uncertainty and familiar with the risk-reward dynamic of start-up culture.
  • You are a collaborative individual with leadership potential.


Salary range is $80k to $110k, based on experience and ability.

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