Account Manager

Role Overview

• Build and maintain strong, trust-based relationships with multi-location veterinary groups, serving as the primary point of contact for executive sponsors, operators, and clinic leaders.
• Own the full customer lifecycle for assigned enterprise groups, from onboarding through long-term strategic account management and expansion.
• Lead the onboarding of the initial clinics post-sale and coordinate the structured rollout of additional locations over time.
• Partner closely with the Onboarding team to ensure each clinic is launched according to Digitail best practices and operational workflows.
• Drive adoption and usage across locations by proactively guiding customers toward workflow optimization, new features, and best practices.
• Identify, recommend, and lead expansion opportunities including additional clinics, add-on products, and broader platform adoption across the group.
• Own the long-term account plan for each enterprise group, including rollout schedules, engagement plans, and regular executive-level business reviews (QBRs).
• Plan, host, and follow up on regular business reviews and usage reviews with customer stakeholders to ensure strategic alignment and continued value delivery.
• Act as the escalation owner for complex customer issues, coordinating with Support, Product, and Leadership as needed.
• Represent the voice of the customer internally by gathering structured feedback and contributing insights that influence product improvements and roadmap decisions.
• Maintain accurate and detailed account documentation, next steps, and rollout tracking within internal systems.
• Support commercial discussions, multi-year agreements, or renegotiations as needed for assigned accounts.
• Stay informed about industry trends and veterinary operational models to effectively advise customers at a strategic level.

Requirements

• Experience in or exposure to VetMed (really nice to have)
• Proven experience in Account Management, Customer Success, or Enterprise Customer roles within SaaS.
• Experience managing multi-location or enterprise customers with multiple stakeholders.
• Experience coordinating onboarding, implementation, or rollout projects across multiple sites.
• Strong stakeholder management skills and the ability to build credibility with both operational and executive contacts.
• Excellent organizational skills with strong attention to detail and follow-through.
• Ability to translate operational challenges into clear action plans and recommendations.
• Comfortable working cross-functionally with onboarding, support, product, and sales teams.
• High technical aptitude and ability to understand and explain software workflows clearly.
• Strong problem-solving abilities and calmness in managing complex customer scenarios.
• Passion for customer partnership and improving the veterinary industry through technology.

Benefits

• PTO + Bank holidays.
• Continuous learning and personal growth: We offer a $1,000 (USD) yearly budget for learning and growth opportunities.
• Share options in the company as we continue to grow.