Job Description

Member Lifecycle & Experience Specialist

DVM Elite is a comprehensive system dedicated to enhancing the growth and success of independent veterinary practices. Our mission is to help level the playfield so community-based providers can thrive alongside larger competitors while also making an impact globally through social contribution efforts.

This is a remote opening - and will be forever! DVM Elite is a 100% virtual company so you get to work from home permanently, with no regular travel required. Internal team members are encouraged to apply and take advantage of this exciting opportunity to grow within our organization.

Role Overview

We are looking for a highly capable Member Lifecycle & Experience Specialist to own and evolve how members are onboarded, supported, and cared for during changes and/or offboarding - enabled across the entire DVM Elite ecosystem.

This role sits at the intersection of:

• Onboarding strategy
• Offboarding strategy
• Upgrading/Downgrading/Sliding experiences
• Process design
• Systems thinking
• Member success
• Cross-team delivery

Your mandate is simple but demanding:

Make it easy for members to succeed and hard for them to get lost. Make it easy for all teams in DVM Elite to know what to do, when and how throughout these processes.

Key Responsibilities

Onboarding System Design

• Design end-to-end onboarding/offboarding journeys across products and services
• Define what "good onboarding" looks like at every stage
• Create repeatable onboarding flows that scale without losing quality
• Reduce time-to-value for members

Experience Architecture

• Map the full member journey (pre-sale ? onboarding ? adoption ? steady-state)
• Identify friction points, drop-offs, and confusion
• Design clear handoffs between Sales, Support, PA, PODS, etc.
• Ensure consistency across touchpoints

Process & Flow Ownership

• Design and document onboarding SOPs, workflows, and decision rules
• Ensure systems (HubSpot, Support Services, forms, comms) support the experience
• Create clarity around roles, responsibilities, and ownership

Cross-Team Enablement

• Work with Sales, Support, Ops, and Delivery to align onboarding/offboarding expectations
• Ensure internal teams know:
• What happens when
• Who owns what
• What the member experience should feel like

Continuous Improvement

• Use feedback (exit surveys, onboarding feedback, adoption metrics)
• Iterate onboarding flows intentionally
• Test and refine based on real member behaviour

What Success Looks Like

• Members know what to expect
• Teams know what to do
• Onboarding feels calm, clear, and professional
• Adoption increases
• Confusion decreases
• Drop-off reduces

What You'll Bring to the Team:

Required:

• Experience with HubSpot, Slack, and Google Workspace

Skills & Attributes:

• Strong communicator (clear, concise, and professional)
• Detail-oriented with the ability to multitask
• Adaptable and comfortable in a fast-paced environment
• Growth mindset with the ability to pivot and iterate
• Systems thinker with strong organizational skills
• Collaborative, with cross-team empathy
• Focused on simplifying processes and reducing confusion
• Committed to living out company core values

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