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.
The specific salary offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s relevant experience, education, and work location. In addition, this position is eligible for 401k and a new hire and annual equity grant.
We offer different types of insurance, such as medical/Rx, vision, dental, life, disability, hospital indemnity, critical illness, and accident. We offer parental leave, family services benefits, backup dependent care, flexible spending accounts, telemedicine, pet adoption reimbursement, employee assistance program, and many discounts including 10% off pet insurance and 20% off at Chewy.com.
Salaried-exempt team members have unlimited PTO, subject to manager approval. Team members will receive six paid holidays per year. Team members may be eligible for paid sick and family leave in compliance with applicable state and local regulations.
Pay Range
$110,500—$176,000 USD
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
If you have a question regarding your application, please contact [email protected].
To access Chewy's Customer Privacy Policy, please click here. To access Chewy's California CPRA Job Applicant Privacy Policy, please click here.
What the Team is Saying
What We Do
We view pets and pet parents as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Behind the scenes, our talented teams are made up of innovators, delighters, big-thinkers and of course, passionate pet people—creating a place where you'll be empowered to build, grow and unleash your fullest potential.
We don’t just stand by our company mission—we’re obsessed with it. We seek to be the most trusted and convenient destination for pet parents and partners, everywhere. And we’re constantly finding new ways to do just that.
At Chewy, we understand pet parenthood is full of joyful highs and anxious lows. That’s why we’re here, standing alongside pet parents, providing everything their pets need for a happy, healthy life. We’re a leading online source for pet products, supplies, and prescriptions. We offer a broad selection of high-quality products and services at competitive prices with an exceptional level of customer care and a personal touch.
Since launching in 2011, we’ve combined the personalized service of your neighborhood pet store with the convenience and speed of e-commerce. We pride ourselves on being the only brand available 24/7/365 to support pet parents throughout their journey.
We have a rich history of being recognized for our deep care and personalization while going above and beyond for our customers and their pets.
We view pets and their people as more than just customers and look forward to meeting their needs and exceeding expectations through every interaction. With Chewy, no one pet-parents alone.
Our culture is for those who thrive on delivering results and becoming your best—no matter your role or location. At Chewy, our Operating Principles serve as a common language, or framework, that connects two of Chewy's most valuable elements—our people and our culture. The Operating Principles guide our character, capabilities, imagination, and methods for execution in support of our company's mission.
Why Work With Us
We're proud to be one of the fastest growing e-commerce companies of all time.
With growth comes the exciting opportunity to be a part of a world-class organization of engineering, product, and design team members, responsible for driving our latest innovations and designing "out-of-the Chewy box" experiences.
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Employees engage in a combination of remote and on-site work.
