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 redefining 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 that make it easier to keep pets of all shapes and sizes leading healthy, happy lives.

As part of this mission, Chewy Health is hiring an Associate Director, Clinic Success in Dania Beach, Florida or Bellevue, WA to lead a key team in our Healthcare Services organization. The Associate Director, Clinic Success will ensure our veterinary clinic partners have a friction-free onboarding experience when they sign up for our Practice Hub software, have the training & content and client support to ensure they can seamlessly, adopt and operationalize Practice Hub and associated services in their clinic, and drive strategies and tactics to increase engagement and utilization of our services.  The concept of client success is new to Chewy, and, as such, this leader will play a key role in defining and building the core capabilities needed to enable vet onboarding, adoption & engagement at scale, and work closely with technology and operations partners to continuously drive innovation for the organization. The Associate Director, Clinic Success will be a team leader and mentor in a high-pace environment demanding clear and effective leadership.

What You'll Do:

• Develop a customer success lifecycle strategy, planning for engagement and frequency of touches, both human and automated
• Develop, iterate, and optimize strategies and tactics to drive adoption, engagement and re-activation of clinics using our Practice Hub platform to drive behaviors that help clinics get maximum benefit out of using our Practice Hub platform 
• Work with partners in data science, customer service, operations, product management and engineering to orchestrate implementing, testing & measuring, automating and scaling these strategies across touchpoints
• Oversee our new clinic onboarding program, partnering with the sales and engineering teams to create a strategy that is scalable, and increases clinic lifetime value
• Monitor, analyze and manage quality and compliance metrics across our portfolio of clinics to ensure that we are delivering a world class fulfillment experience for our pet parents
• Work closely with Chewy Health leadership to deliver strategic, data driven insights and provide solutions to challenges and recommendations based on business analysis
• Define the vision and roadmap for the capabilities, tools and automation required to enable onboarding, account management, engagement & performance management for practices of all sizes
• Develop and manage clinic-facing content 
• Hire and develop a world-class team of customer-focused customer success managers, program managers, business analysts, and content managers to provide best-in-class customer experience to our partner clinics  
• Own forecasting, planning and managing key client inputs into the P&L for our vet-facing B2B services to ensure we are delivering on our plans. Including but not limited to new clinic activation rate, prescription/diet approvals per practice, time to approval, and denial rates
• Think big and innovate to find new and novel ways to increase adoption and engagement or reduce cost to serve
• Participate in feedback loops to represent the voice of the clinic and front-line employees; Interject insights and ideas for improving customer experience and improving financials while holding true to Chewy fundamentals

What You'll Need:

• 8+ years of experience in customer success or account management in technology services/SAAS, eCommerce marketplace or related industries (B2B or B2C); 4+ years as a manager with direct reports
• History of improving processes, methodologies, programs or frameworks for managing customer engagement and retention
• Demonstrated ability to build high performing teams, including hiring and developing both managers and individuals, and developing effective incentive structures to motivate the teams
• Demonstrated ability to measure and drive team KPIs and results in a high-growth, fast-paced environment
• Broad knowledge of sales/CRM technologies and best practices (Salesforce, etc.), and/or Engagement or Marketing Automation Software and tools
• Ability to synthesize large quantities of and complex data into usable/actionable information
• Track record of taking ownership and driving results in a data-driven, fast-paced environment
• Experience with financial analysis and modeling
• Excellent written and verbal communication skills
• Position requires some travel (10%)

Bonus:

• History of selling into large and small veterinary OR medical practices in the US
• Experience with launching new technology products/services to veterinary clinics OR medical practices
• Strong understanding of the overall pet care industry and recent trends
• In depth experience and understanding of the veterinary profession in the US

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected]. 
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).