Account Manager

Job Description:
Our Opportunity
Chewy's mission is to be the most trusted and convenient destination for pet parents and partners everywhere. We view pets and pet parents as family and are passionate about meeting their needs and exceeding customer expectations through every interaction.
To support this mission, Chewy is seeking an experienced Account Manager to support an emerging customer experience for organizations that purchase products and services on behalf of pets and their communities. The Account Manager will own a portfolio of organizational customers within an assigned territory and manage each relationship from onboarding through ongoing engagement. Through a combination of virtual and in-person interactions, the Account Manager will understand how each customer operates, connect it with eligible Chewy programs and services, help them adopt solutions that save time and deliver greater value.
This role will serve as a trusted advisor to customer leaders and day-to-day users, coordinate support across Chewy, and translate customer feedback into actionable improvements. The ideal candidate is comfortable operating in ambiguity, identifying gaps in existing processes, and mobilizing cross-functional partners to deliver both immediate solutions and scalable, long-term support. The position requires roughly 25% of time traveling within the state territory and in-person engagement throughout the assigned territory.
What You'll Do

• Own a portfolio of organizational customers and drive account strategy across the full customer lifecycle, including onboarding, adoption, engagement, retention, reactivation, and responsible growth.
• Serve as a trusted advisor by recommending eligible Chewy programs, services, and solutions that align with customer needs, and guide customers in adopting best practices that improve their experience and operational effectiveness.
• Develop and execute strategic account plans informed by customer needs, account performance, purchasing patterns, recurring needs, risks, program participation, and growth opportunities.
• Navigate complex or ambiguous customer needs by identifying gaps in existing processes and mobilizing cross-functional partners across Customer Care, Operations, Finance, Healthcare, Fulfillment, and other teams to deliver immediate solutions while helping establish scalable, long-term support.
• Build trusted, consultative relationships with organizational leaders and day-to-day users; develop a deep understanding of their goals, operating models, decision-making processes, and evolving needs to identify opportunities to deliver greater value.
• Maintain end-to-end ownership of complex customer issues, applying sound judgment to determine appropriate solutions, escalation paths, and cross-functional support while balancing customer and business needs.
• Serve as the voice of the customer by identifying trends, recurring needs, and barriers across the portfolio and translating insights into structured, actionable recommendations for Product, Engineering, Operations, and business teams.
• Use customer, account, and CRM data to assess account health, prioritize opportunities and risks, and measure performance against defined KPIs. Translate insights into targeted account strategies and engagement plans that drive measurable outcomes.
• Identify, develop, 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 covering customer activity, account strategies, engagement, outcomes, risks, opportunities, and customer feedback to support effective portfolio management and business visibility.
• Contribute to the evolution of the account management program by sharing portfolio insights, developing best practices, and helping establish repeatable approaches that improve how Chewy serves organizational customers.
• Represent Chewy at customer meetings, community activities, and relevant industry events, building relationships and gathering insights that strengthen customer partnerships and inform future opportunities.

What You'll Need

• 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.

Bonus

• Experience working or volunteering with an animal shelter, rescue, foster network, pet food bank, nonprofit, public agency, or other mission-driven organizations.
• 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.

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact [email protected].
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