Head of Customer Experience

Who We Are:

Shepherd is the fastest-growing veterinary practice management software in the U.S. We're on a mission to simplify running a veterinary practice, empowering vets and their teams so that they can rekindle their joy of practicing veterinary medicine. Our success story is a testament to a powerful combination: a stellar product, exceptional people, and an unwavering commitment to our unique culture.

Position:

Head of Customer Experience for the world’s greatest veterinary Practice Management Solution (Shepherd).

Your Mission:

Own the entire customer journey post sales delighting our customers along the way. Become the link between our innovative software and the veterinary practices that need it. Use your experience and passion ensure Shepherd will dramatically improve the lives of our users (veterinarians and their teams), enabling them to take home more stories and less stress.

What you will do:

• Lead a core function of the business, responsible for delivering exceptional customer experiences from contract signature through long-term success, evolving our service delivery model as we scale.
• Own the post-sale journey; from onboarding through implementation and adoption. Building the systems, playbooks, and team that deliver a frictionless, high-touch, and tech-enabled experience.
• Design and operationalize scalable, data-driven onboarding and customer success programs that reduce time-to-value, accelerate product adoption, and consistently drive 95% customer satisfaction.
• Leverage product usage data, feedback loops, and the voice of the customer to inform improvements, experiment with delivery models, and shape product Head of Customer Experience roadmap priorities through tight collaboration with Sales, Product, and Support.
• Champion continuous improvement across the customer lifecycle, from onboarding to renewal, and act as the sponsor for escalations, balancing empathy, urgency, and business outcomes.

What we are looking for:

• A strategic, empathetic operator who thrives in high-growth environments and is passionate about building world-class customer experiences that drive retention, expansion, and advocacy.
• 10+ years of experience in Customer Success, Professional Services, or Implementation at B2B SaaS companies, including 5+ years leading and scaling high-performing, customer-facing teams.
• Proven ability to architect and implement scalable customer journeys using CS tools (e.g., HubSpot & Intercom/Zendesk), paired with a strong data driven and analytical mindset with a bias for experimentation.
• Exceptional communicator and cross-functional leader with a track record of influencing product and GTM strategies through customer insights.
• Deep appreciation for service excellence: the systems, training, and metrics that enable it, in fast-paced, high-accountability environments.

What we offer you:

• Competitive salary and benefits
• A multifaceted job with a high degree of responsibility, autonomy, and opportunity.
• A modern work environment with a dedicated and motivated team
• A work environment built on collaboration, flexibility, and respect