Program Adoption Manager

About this role:
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.

About CarePath:
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.

Apply if you’re excited to:

• 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
  
  
  
  
  

About You:

• 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
  
  
  
  
  

Benefits & Perks:

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development
  
  
  
  
  

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

We believe great work should be recognized and rewarded. Our compensation is grounded in industry data and designed to be competitive, transparent, and performance-driven. Rather than relying on automatic annual increases, we invest in the people making the biggest impact—creating meaningful opportunities for growth as you grow with us.