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Manager, Customer Success at Chewy

Manager, Customer Success

Chewy Fort Lauderdale, FL Full-Time
Our Opportunity:

Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on re-defining how vets and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian-facing services, delivered via our Practice Hub platform, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.

As part of this mission, Chewy Health is seeking a Manager, Clinic Success to join our Healthcare team in Plantation, FL or Bellevue, WA office. Chewy Health is on a multi-year journey to revolutionize how practice management is done within the Veterinarian community through various software offerings. This role has a tremendous opportunity to make a meaningful impact on both clinic staff and pet parents. The Manager, Clinic Success responsibilities include growing and managing a team of Clinic Success Managers focused on building trust with Practice Hub enrolled clinics, growing clinic revenue, and providing an outstanding clinic experience. They will drive the creation and execution of strategies to achieve business goals and collaborate with their team to identify and optimize tools, processes, and mechanisms to create efficiencies. They will think like an owner, have high standards for delivery, and be a team motivator. They will analyze data, identify areas of opportunity, and drive improvement in clinic success and experience in collaboration with internal stakeholders. Above all, they have a passion for people management and are at their best when they're building, developing, and guiding high-performing teams.

What You'll Do:

* Recruit, train, coach, and develop a team of 6-10 Clinic Success Managers.
* Contribute to goal setting to align with organizational goals. Track against key input metrics to (1) Measure your team's success in driving growth for clinics and (2) Evaluate the quality of the clinic experience. Use these metrics to guide your work and uncover areas of opportunity.
* Build and cultivate strong relationships with clinics in your team's portfolio and serve as an escalation point. Cultivate relationships with internal stakeholders; be a trusted advisor and a business advocate.
* Monitor clinic satisfaction results to identify both positive and negative feedback trends. Establish improvement plans and manage expectations with Clinic Success Managers as appropriate.
* Identify, optimize, and scale improvements that can benefit our enrolled clinics by driving efficiencies through tools and processes, creating and refining SOPs, Playbooks, etc. Develop mechanisms to create accountability.
* Partner with internal teams including Category Management, Sales, Onboarding, Product, and Analytics to align programs and initiatives to drive growth and a positive clinic experience.
* Act as a thought leader in defining success criteria and understand the business needs of clinics in a rapidly changing business environment. Contribute to strategic plans and documents for the organization.
* Build an inclusive and diverse culture inside your team. Create an open-communication culture and act on feedback.

What You'll Need:

* 5+ years of Sales, Customer Success, or Account Management experience in technology services/SAAS, eCommerce marketplace, or related industries (B2B or B2C) with 3+ years in a people leadership capacity; experience in the veterinary or healthcare industries preferred.
* Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
* Proven track record of building and cultivating relationships with internal and external stakeholders driving decisions collaboratively, resolving conflicts, and ensuring follow-through.
* Proven track record of delivering results through a team.
* Track record of developing business strategies with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
* Demonstrated ability to meet and exceed KPIs and results in a high growth, fast-paced environment.
* Experience using data (reports, forecasts, surveys) to guide decision-making.
* Experience with CSM technologies (ex. Salesforce) and Data Tools (ex. Tableau, SQL).
* Excellent written and verbal communication skills.
* Position requires some travel (10-25%).
* Bachelor's degree or equivalent experience required.


* Experience in the veterinary or pharmaceutical industry.


Recommended Skills

  • Account Management
  • Business Requirements
  • Business Strategies
  • Coaching And Mentoring
  • Communication
  • Conflict Resolution
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