Digitail

Account Manager

Digitail

full-time

Posted on:

Location Type: Remote

Location: California • New York • United States

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About the role

  • 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.
  • 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
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Applicant Tracking System Keywords

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Hard Skills & Tools
Account ManagementCustomer SuccessSaaSOnboardingImplementationProject CoordinationWorkflow OptimizationTechnical AptitudeProblem-Solving
Soft Skills
Stakeholder ManagementOrganizational SkillsAttention to DetailCross-Functional CollaborationCommunicationRelationship BuildingStrategic PlanningCustomer PartnershipCalmness Under Pressure