The Vice President of Client Success oversees business relationships, driving client retention, engagement, and satisfaction while leading a high-performing team and collaborating across departments to implement strategies for client success.
Vice President, Client Success
About Airvet:
Founded in 2018, Airvet provides 24/7 access to video visits and chats with thousands of licensed veterinarians and pet care providers, delivered as a highly valued employee benefit to companies like Adobe, Manulife, Freshpet, Dayforce, and Coke Northeast.
Airvet is the #1 rated pet telemedicine app in the App Store, with over 7,300 reviews and a 4.9/5 star rating. To date, Airvet has helped 250,000+ pet families in the United States and Canada.
Read more about Airvet in the news:
- Profile: Brandon Werber, Founder & CEO at Airvet
- Airvet receives 90+ NPS from employer clients for the second year in a row
- EBN: How telehealth is saving this employee thousands in vet bills
ABOUT THE ROLE:
As Vice President of Client Success, you will be responsible for overseeing Airvet’s current and future book of business. The client success team is responsible for onboarding new clients and driving adoption, engagement, utilization, retention, and renewals across Airvet’s employer and partner portfolio. You will work closely with Marketing, Product, and Sales teams to drive meaningful outcomes for our clients. You’ll lead a high-performing team to ensure our customers achieve measurable value from Airvet, advocate for their needs internally, and build long-term strategic relationships that drive retention and growth.
This is a critical leadership role that blends strategic thinking, operational excellence, and a passion for customer experience in a fast-growing, mission-driven company.
WHAT YOU'LL BE DOING:Strategic Leadership
- Define and execute the client success strategy across employer and partner channels.
- Build and scale a proactive success model that drives adoption, engagement, and measurable ROI.
- Partner cross-functionally with Sales, Marketing, Channels, Product, and Operations to align on client outcomes.
Client Engagement & Retention
- Own the client implementation lifecycle from kickoff to go-live, ensuring projects are delivered on time, on budget, and to scope.
- Define and standardize implementation frameworks, playbooks, and governance models based on prior launches.
- Oversee project management, resource allocation, and client communications during implementation.
- Identify and mitigate implementation risks, escalating issues as needed to CCO.
- Drive continuous improvement in implementation efficiency, scalability, and client satisfaction.
- Own renewal and expansion performance across the portfolio.
- Develop executive-level relationships with key clients, becoming a trusted advisor to HR and benefits leaders.
- Implement data-driven strategies to increase client and member utilization and satisfaction.
Team Leadership
- Lead, mentor, and scale a world-class Client Success team (CSMs, onboarding, support).
- Evaluate and enhance success metrics, playbooks, and accountability structures to ensure operational excellence.
- Foster a culture of collaboration, empathy, and customer advocacy.
Insights & Continuous Improvement
- Partner with Product and Marketing to translate client insights into feature enhancements and engagement campaigns.
- Lead regular business reviews, impact analyses, and client health reporting for internal and external stakeholders.
- 10+ years of experience in client success, account management, or customer experience leadership roles in benefits, HR tech or digital health.
- Proven success driving retention, expansion, and utilization in an enterprise or channel-based model.
- Strong business acumen and the ability to communicate ROI to senior HR and benefits leaders.
- Track record of building and scaling client success teams in a growth-stage or high-growth environment.
- Data-driven mindset with experience using CRM and CS platforms (HubSpot, Salesforce, etc.).
- Passion for pets, health, and improving the employee experience.
- Competitive salary and commission structure
- Stock options
- Medical, Dental, and Vision coverage, including Dependents
- Flexible Spending and Health Savings Accounts
- Telemedicine and Employee Assistance Program (EAP)
- Life and AD&D policies
- Unlimited Discretionary Time off, paid holidays, and a flexible time off approach
- Los Angeles-based and Remote Work team
- 401K Retirement Plan through Human Interest (Employee contribution - Not matched currently)
- Pet-friendly, of course! Access to Airvet as a benefit
- Monthly stipend for work-from-home
Closing Statement:
Airvet is dedicated to working with the highest-skilled people from the most inclusive talent pool feasible. We maintain that diversity in all aspects leads to positive change, solutions, and innovation for our customers' and employees' career fulfillment. All qualified individuals are encouraged to apply.
We will consider qualified applicants with arrest and conviction records in accordance with applicable law, including the San Francisco Fair Chance Ordinance.
Top Skills
CRM
Hubspot
Salesforce
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