Program Adoption Manager

Role overview

As a Program Adoption Manager, you will lead the implementation journey for veterinary clinics adopting CarePath. You will be responsible for the customer experience from kickoff to launch, handling setup, environment configuration, integration coordination, workflow validation, and training so clinic teams can use the platform with confidence.

This role blends customer relationship management, technical troubleshooting, and operational delivery. You will work directly with clinic teams while collaborating with Product, Engineering, Marketing, Partnerships, Customer Success, and Strategic Account Managers to complete onboarding, manage cross-functional dependencies, and improve the implementation process over time. The role also supports scaling adoption across multiple product journeys through repeatable, efficient, customer-focused processes.

About CarePath

CarePath builds the infrastructure that connects veterinary clinics, pet owners, and industry partners through point-of-sale integrations and data-driven engagement. Its platform connects with more than 26 Practice Management Information Systems (PIMS) to help veterinary clinics improve client experiences and help partners create measurable value across the pet care ecosystem.

The company is in a growth phase, expanding a new product line, increasing clinic adoption, and developing the technology and operating model needed for its next stage. It is looking for people who enjoy solving complex problems, working across teams, and building practical solutions that make a direct impact on veterinary practices and pet owners.

What you will do

• Act as the main contact for veterinary clinics during the full CarePath implementation process, from kickoff through launch, adoption, and handoff to Customer Success.
• Set up CarePath environments, including tenant configuration, user access, PIMS integrations, data checks, and workflow setup, while working with internal technical teams to resolve issues.
• Track implementation milestones, timelines, training sessions, launch readiness tasks, and project risks to support successful outcomes.
• Build strong knowledge of CarePath workflows, integrations, and data movement so technical requirements can be explained in clear, practical terms for clinic teams.
• Run onboarding sessions and staff training, and create or maintain documentation, learning materials, and other resources that support adoption.
• Work closely with Strategic Account Managers to support clinic onboarding, program opt-ins, and adoption activities for strategic accounts.
• Coordinate implementation work across multiple customer journeys and partner programs using scalable and repeatable onboarding methods.
• Partner with Product, Engineering, and project teams to manage shared data dependencies, align workstreams, and avoid delivery delays.
• Help define, test, validate, and operationalize onboarding frameworks, communication rules, suppression logic, and data workflows that can be reused as the business expands into additional product and medication journeys.
• Collect customer feedback, surface recurring issues and opportunities, and work with Product and Engineering to improve the product, onboarding experience, and internal processes.

Candidate profile

The ideal candidate has a background in customer onboarding, implementation, customer success, technical support, or another customer-facing role. Experience in veterinary, animal health, or pharmaceutical settings is preferred, along with familiarity with PIMS platforms such as Cornerstone, Avimark, and ezyVet and the data issues they can create.

You should also bring experience with SaaS implementations, tenant setup, user administration, or software configuration. Comfort working with software tools, technical workflows, and system settings is important, as is the ability to diagnose problems, identify root causes, and coordinate fixes. Strong attention to detail, the ability to manage several implementations at once, and a customer-first mindset are essential.

Benefits and perks

• Medical insurance for employees and dependents, with 80% to 90% of the premium covered by the employer
• Employer HSA contribution when enrolled in an HDHP
• 401(k) matching up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental and vision coverage options
• Basic life insurance and AD&D coverage
• Short-term and long-term disability coverage
• Flexible time off plus 12 paid company holidays
• Paid parental leave
• Pawternity leave, financial support for pet adoption, and subsidized pet insurance
• Annual $250 learning and development stipend

Additional information

PetDesk offers a user-friendly client engagement platform and a highly rated pet parent app to help veterinary clinics simplify operations and strengthen client relationships.

The hiring process is based on “Who: The A Method of Hiring” and typically takes about two weeks. The process is standardized so candidates are asked the same questions and evaluated consistently from multiple perspectives.

External recruiting agencies are not accepted for this role, and profiles submitted by outside recruiters will not be considered.

The company may use AI tools to assist with parts of the recruiting workflow, such as application review, resume analysis, or response evaluation. These tools support the recruiting team but do not replace human judgment, and final hiring decisions are made by people. Candidates can contact the company for more information about how their data is processed.

Compensation is based on industry data and is designed to be competitive, transparent, and performance-driven. Instead of automatic annual raises, the company focuses investment on employees who create the most impact and offers growth opportunities as people advance with the business.