Sales & Retail | Strategic Account Manager, Customer Success - FT

Role Overview

We are seeking a proactive, relationship-driven Strategic Account Manager, Customer Success to own and grow enterprise client relationships across the veterinary compliance and training space. This role is responsible for ensuring client success, driving adoption and retention, expanding strategic accounts, and developing long-term partnerships that create measurable compliance and operational outcomes.

This role blends enterprise customer success, strategic account management, consultative growth, and industry partnership development. The ideal candidate deeply understands (or can quickly master) the veterinary regulatory landscape—including OHSA/OSHA, DEA, controlled substances, and workplace safety requirements—and translates that expertise into clear value, confidence, and results for clients.

This individual will act as a trusted advisor to veterinary groups, ensuring they remain compliant, audit-ready, and engaged while identifying opportunities for account expansion, multi-site adoption, and strategic partnerships. The role also supports other regulated industries we serve.

This position is ideal for someone who thrives in a growing organization and wants to play a hands-on role in customer success, retention, expansion, partnerships, and thought leadership.

Key ResponsibilitiesCustomer Success & Strategic Account Ownership (Primary Focus)

• Serve as the primary relationship owner for mid-sized to enterprise veterinary groups.
• Own the full post-sale client lifecycle: onboarding, adoption, engagement, renewal, and expansion.
• Build trusted, long-term relationships with key stakeholders (compliance directors, operations leaders, practice managers, executives).
• Proactively understand client goals, compliance gaps, growth plans, and risk exposure.
• Ensure clients are successfully implementing safety programs, training, and compliance documentation.
• Monitor client health metrics, training engagement, compliance progress, and renewal readiness.
• Lead renewal discussions and proactively mitigate churn through value-based engagement.
• Drive multi-location adoption and account expansion by aligning solutions to evolving client needs.

Account Growth & Strategic Expansion (Consultative, Not Transactional)

• Identify expansion opportunities within existing enterprise accounts (additional locations, services, programs, or industries).
• Develop structured rollout plans for large groups and multi-site organizations.
• Partner with leadership to pursue strategic enterprise opportunities aligned with customer outcomes.
• Support select new business opportunities where continuity of customer success is critical.
• Maintain a customer-first approach to growth—focused on long-term value, not short-term sales.

Partnerships & Industry Relationships

• Develop and manage strategic partnerships with:
• Veterinary groups and consolidators
• Industry associations
• Education providers and vendors
• Create co-branded initiatives, referral relationships, and value-added programs that benefit customers.
• Represent the organization in partner discussions, industry meetings, and association engagements.
• Identify partnership opportunities that enhance customer experience, compliance outcomes, and market reach.

Client Enablement, Training & Compliance Guidance

• Lead client onboarding sessions, executive briefings, and ongoing success check-ins.
• Host virtual training sessions, compliance walkthroughs, and implementation reviews.
• Provide high-level guidance on:
• OHSA/OSHA workplace safety
• DEA and controlled substance compliance
• Provincial/state regulatory requirements
• Translate complex regulations into practical, actionable steps for veterinary teams.
• Support audit readiness, documentation organization, and training program execution.

Marketing, Education & Thought Leadership

• Collaborate with marketing to support customer education and engagement initiatives:
• Webinars, newsletters, blogs, and resource development
• Contribute to thought leadership around veterinary compliance, safety, and regulatory trends.
• Participate as a presenter in webinars, virtual conferences, and client-facing events.
• Share real-world client insights to strengthen messaging, case studies, and campaigns.
• Support product launches and customer-facing communications with a success-oriented lens.

Internal Collaboration & Voice of the Customer

• Work cross-functionally with product, compliance, marketing, and leadership teams.
• Act as the voice of the customer—sharing insights, feedback, and emerging needs.
• Contribute to improving onboarding processes, support materials, and internal workflows.
• Help refine services and tools to improve customer outcomes, retention, and scalability.

Qualifications

• Experience in customer success, enterprise account management, strategic sales, or partnerships, ideally in veterinary, healthcare, SaaS, or compliance-focused industries.
• Strong understanding of—or ability to rapidly learn—veterinary OHSA/OSHA, DEA, controlled substances, and workplace safety requirements.
• Proven success managing enterprise clients with a focus on retention, adoption, and account growth.
• Excellent relationship-building and consultative communication skills.
• Confident presenter; comfortable leading Zoom/Teams meetings, webinars, and virtual events.
• Experience contributing to educational or marketing content (webinars, presentations, blogs) is highly valued.
• Highly organized, analytical, and proactive in a remote, fast-paced environment.
• Experience in veterinary operations, animal health, compliance programs, or regulated industries is a strong asset.
• Bachelor’s degree in Business, Communications, Animal Health, or a related field.
• French speaking is an asset but not required.

Job Types: Full-time, Fixed term contract
Contract length: 6 months

Pay: $43,322.99-$89,893.65 per year

Benefits:

• Employee assistance program
• Flexible schedule
• Work from home

Work Location: Hybrid remote in Victoria, BC V8T 2B3