Our Opportunity:

Chewy is growing! We are looking for an experienced and performance-focussed Sr. Account Manager to join our veterinary practice management software business. In this role, you will be responsible for fostering long-term relationships with our practices, understanding their needs and goals, and ensuring they achieve maximum value from our solutions. You will serve as the primary point of contact for key accounts, driving customer satisfaction, retention, and growth through exceptional communication and strategic account management. Does this sound like you? If so, we would love to hear from you!

What You’ll Do:

Customer Relationship Management

• Serve as the main point of contact for assigned accounts and build trust-based relationships with collaborators at all levels.
• Act as a customer advocate internally, ensuring their needs are well-represented in the organization.
• Proactively engage with practices through regular check-ins, business reviews, and updates on product developments.
• Collaborate with practices to deeply understand their business goals, challenges, and intent for using our platform.
• Deliver clear, actionable updates on product enhancements, roadmaps, and standard processes, adapting communication style to the audience.

Establishing Recurring Mechanisms

• Chip in to recurring processes such as Weekly and Month Business Reviews to monitor practice satisfaction.
• Implement standardized workflows for monitoring practice health, identifying churn risks, and advancing issues as needed.
• Develop scalable templates, playbooks, and dashboards for account tracking and reporting.

Growth and Retention

• Identify and drive upsell, cross-sell, and expansion opportunities by aligning our solutions to practices’ evolving needs.
• Collaborate with the sales, marketing, and product teams to deliver seamless customer experiences.
• Ensure contract renewals by maintaining high customer satisfaction and demonstrating clear value.

What You’ll Need:

• 5+ years experience in account management, customer success, or a related role in the veterinary medicine field (experience in human medicine will also be considered).
• Consistent record of running large or strategic accounts with a focus on retention and growth.
• Exceptional ability to translate customer needs into actionable solutions.
• Outstanding verbal and written communication skills, with the ability to simplify complex topics for diverse audiences.
• Proficient in crafting and communicating business reviews, proposals, and strategic plans.
• Skilled in relationship-building and conflict resolution.
• Strong organizational skills with the ability to lead multiple accounts, priorities, and projects simultaneously.
• Familiarity with SaaS business models, product lifecycles, and subscription-based critical metrics.