[Hiring] Account Manager @Digitail

Role Description

As an Account Manager at Digitail, you will own and grow relationships with our largest veterinary clinic groups after the sale. You will guide the onboarding of initial clinics, coordinate the rollout of subsequent locations, and act as the primary relationship owner for multi-location organizations. Your focus will be driving adoption, operational alignment, expansion opportunities, and long-term partnership across the Digitail platform.

We are open to applicants in North America (Canada and the USA) as fully remote or hybrid (depending on location).

Responsibilities

• 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

• PTO + Bank holidays: local standard
• Continuous learning and personal growth: We offer a $1,000 (USD) yearly budget for learning and growth opportunities