Responsibilities

• Own and evolve the strategy for clinic growth, defining what great looks like across adoption, engagement, and business impact at scale
• Operate like a GM for clinic growth, owning outcomes across a portfolio of clinics and directly influencing performance
• Act as a strategic thought partner to leadership, bringing a clear point of view on where to focus and how to drive the greatest impact
• Build deep expertise in how the ecommerce platform actually works in clinics, identifying what drives growth versus friction
• Partner with Analytics to turn data into clear insights, including health signals, segmentation, and growth opportunities
• Get out of dashboards and into clinics to see what is really happening and why
• Turn what top-performing clinics do into scalable playbooks
• Diagnose underperformance and lead targeted actions that drive meaningful, lasting change
• Define and own the key metrics that make performance simple, visible, and actionable
• Continuously evolve the strategy as the network and platform grow

Requirements

• 6+ years of experience in customer success, strategic account management, clinic or practice operations, or a related field. Experience in veterinary, healthcare, multi-site consumer, or B2B SaaS environments preferred
• 3+ years of people management experience with a track record of building and developing strong teams
• Strong business mindset with a bias for action. You connect strategy to execution and drive measurable outcomes
• Experience building or evolving a customer or clinic engagement model with measurable results
• You understand that perception drives behavior and know how to build trust at scale
• Strong analytical instincts and comfort using data to drive decisions
• Credible relationship builder across field and executive levels
• Clear communicator who can turn complex strategy into simple, actionable direction
• Familiarity with customer success concepts such as health scoring, success plans, time to value, and NPS or CSAT
• Experience with ecommerce platforms, practice systems, or digital adoption programs is a plus
• Comfortable with ambiguity and a builder mindset. You create structure and move forward without waiting for perfect answers
• You are as comfortable shaping strategy with leadership as you are rolling up your sleeves to drive change in the field