Account Manager

Chewy•Plantation, FL

12d

About The Position

Chewy is seeking an experienced Account Manager to support an emerging customer experience for organizations purchasing products and services on behalf of pets and their communities. The Account Manager owns a portfolio of organizational customers within an assigned territory and manages relationships from onboarding through ongoing engagement. Through virtual and in-person interactions, the role builds an understanding of customer operations, connects customers with eligible Chewy programs and services, and helps them adopt solutions that save time and deliver greater value. The Account Manager serves as a trusted advisor to customer leaders and day-to-day users, coordinates support across Chewy, and translates customer feedback into actionable improvements. The role calls for comfort with ambiguity, the ability to identify process gaps, and skill in mobilizing cross-functional partners to provide both immediate solutions and scalable long-term support. Approximately 25% of working time is spent traveling within the state territory for in-person customer engagement.

Requirements

At least 5 years of overall work experience, including at least 3 years as an account manager, customer success manager, or in a related customer-facing role within technology services, SaaS, ecommerce, marketplaces, or a similar B2B or B2C industry.
Demonstrated ability to build and manage customer relationships, increase engagement, and support account retention and growth through a consultative approach.
Experience developing or executing customer-engagement, adoption, retention, or reactivation strategies across a portfolio of accounts.
Experience supporting multi-site or multi-location customers, or accounts with complex operating needs.
Demonstrated ability to meet or exceed KPIs and deliver results in a high-growth, fast-paced environment.
Hands-on experience with CRM, customer-engagement, or marketing-automation tools, including Salesforce or similar platforms.
Strong analytical skills, including the ability to synthesize customer, account, and CRM data into clear priorities and actionable insights.
Track record of taking ownership, coordinating across teams, and driving customer issues through resolution.
Excellent written and verbal communication skills, with the ability to work effectively with customers and internal partners at different levels.
Ability to travel within the assigned territory and spend approximately 25% of working time in the field.
Bachelor's degree or equivalent experience.

Nice To Haves

Experience working or volunteering with an animal shelter, rescue, foster network, pet food bank, nonprofit, public agency, or other mission-driven organization.
Experience supporting customers with multiple locations, delivery destinations, users, or operational stakeholders.
Experience introducing new technology products, services, or operational programs to organizational customers.
Strong understanding of the pet-care industry and current trends.

Responsibilities

Own a portfolio of organizational customers and drive account strategy throughout onboarding, adoption, engagement, retention, reactivation, and responsible growth.
Recommend eligible Chewy programs, services, and solutions aligned with customer needs, and guide customers in adopting best practices.
Develop and execute strategic account plans based on customer needs, account performance, purchasing patterns, recurring needs, risks, program participation, and growth opportunities.
Identify gaps in existing processes and coordinate cross-functional partners to address complex or ambiguous customer needs with immediate and scalable solutions.
Build consultative relationships with organizational leaders and day-to-day users, and understand their goals, operating models, decision-making processes, and evolving needs.
Own complex customer issues end to end, selecting solutions and escalation paths while balancing customer and business needs.
Represent the voice of the customer by identifying portfolio trends, recurring needs, and barriers, and translating insights into actionable recommendations for Product, Engineering, Operations, and business teams.
Use customer, account, and CRM data to assess account health, prioritize opportunities and risks, measure KPIs, and inform targeted account strategies and engagement plans.
Identify and test opportunities to improve customer adoption, engagement, and retention or reduce the effort required to serve customers.
Partner across Chewy to recommend scalable improvements to processes, tools, and customer experiences.
Maintain timely and accurate CRM records of customer activity, strategies, engagement, outcomes, risks, opportunities, and feedback.
Share portfolio insights and best practices, and help develop repeatable approaches for serving organizational customers.
Represent Chewy at customer meetings, community activities, and relevant industry events.