Account Manager / Customer Success

About the role

You will act as the primary liaison between Vetcove and its client portfolio, owning the end-to-end relationship health for assigned accounts. In this capacity, you will translate the capabilities of the Vetcove HD platform into tangible business outcomes for veterinary practices. Your core responsibility involves providing strategic advisory services that help clients optimize their workflows and realize a strong return on investment. You will leverage your expertise to guide clients through platform adoption and best practice implementation. This role requires you to anticipate client needs and proactively address challenges before they escalate. You will serve as a trusted consultant, ensuring that customer success is embedded in the daily operations of each clinic. Ultimately, your work will drive retention, expansion, and advocacy within the Vetcove ecosystem.

Key facts

What you'll do

• Act as the main point of contact for daily client interactions and provide ongoing support to ensure operational continuity.
• Develop and lead client meetings, tracking action items to ensure progress and alignment with strategic objectives.
• Coordinate with internal teams to communicate product updates and new initiatives to clients, ensuring timely and accurate information flow.
• Manage client projects, including catalog updates, marketing efforts, and custom reporting to meet specific business needs.
• Analyze client account performance and present findings with recommendations for improvement to stakeholders.
• Facilitate communication between clients and the product/engineering teams for feedback and issue resolution to enhance product-market fit.
• Assist with the onboarding process for newly acquired clinics to ensure a smooth and efficient transition into the Vetcow ecosystem.
• Build strong relationships with corporate clients to foster loyalty and engagement with the Vetcow HD platform over the long term.
• Monitor usage patterns and health metrics to identify at-risk accounts and implement retention strategies proactively.
• Collaborate with sales and implementation teams to ensure a consistent and high-touch experience throughout the client lifecycle.
• Maintain detailed records of client interactions and outcomes to inform future account strategies and product development.
• Drive initiatives that enhance user adoption and satisfaction across the veterinary customer base.
• Prepare executive-level summaries that highlight the value delivered and opportunities for further growth.
• Support the expansion of business through upsell and cross-sell efforts where appropriate.

Requirements

• Possess a minimum of 4 years of experience in account management within a relevant industry context.
• Hold a Bachelor's Degree from an accredited institution as a mandatory credential for this position.
• Demonstrate excellence in written, verbal, and presentation communication, with specific comfort presenting to senior leaders and executives.
• Exhibit strong organizational and process management abilities to handle multiple priorities in a dynamic environment.
• Have proven experience creating client-facing reports that deliver actionable insights and drive decision-making.
• Show a history of analyzing data and delivering partner business reviews that strengthen client relationships.
• Be proficient with Microsoft Office Suite, with a particular focus on PowerPoint and Excel for daily tasks and reporting.
• Maintain a genuine interest in building long-term client relationships and a willingness to travel for client events and industry gatherings.
• Approach the role with a proactive attitude and an eagerness to learn while defining a new role within a fast-paced startup environment.
• Adhere strictly to company policies and procedures while maintaining confidentiality of all client information.
• Comply with all standard employment verification and background check requirements as part of the hiring process.
• Commit to working within the geographical parameters of the role, which is defined as remote within the United States.

Nice to have

• Bring prior experience in the veterinary industry to better understand the nuances of the market.
• Utilize familiarity with CRM software to manage and analyze customer interactions effectively.

Practical notes

• This role is 100% remote within the USA, allowing for flexibility in work location.
• Benefits include Medical, Dental, and Vision Insurance, automatic 401k contribution, employee referral program, home office setup, bi-annual company retreats, open vacation policy, equity, and monthly team events.
• The application deadline is September, 2026, providing a clear timeframe for submission.
• Visa sponsorship is not available at this time, ensuring alignment with current immigration policies.
• Employment is contingent on a successful background check, which is a standard requirement for the position.