• Maintain structured client records in Salesforce (milestones, progress, interactions) • Develop proposals and collaborate using Google Workspace (Docs, Sheets, Slides, Gmail) • Analyze key metrics (order trends, conversion funnel, retention) using data tools such as Databricks • Identify growth opportunities and recommend actionable strategies • Execute with a **results-oriented mindset**, driving measurable outcomes • Act as a bridge between clients and internal teams (Product, Engineering, Marketing, Sales) • Monitor market trends and share competitive insights

• Independently manage a complex book of business, exercising strong judgment on prioritization and engagement strategy with minimal oversight • Build and maintain multi-threaded relationships across veterinary practices — engaging owners, practice managers, and key staff to drive alignment and long-term retention • Use customer data, health signals, and product usage insights to proactively lead risk mitigation and churn save efforts, and uncover meaningful growth opportunities • Own escalations end-to-end — navigating difficult customer situations with confidence, bringing in cross-functional resources as needed, and seeing issues through to resolution • Drive PetDesk product adoption and customer satisfaction through sophisticated, tailored communication strategies that establish you as a strategic advisor — not just a point of contact • Identify and influence expansion opportunities by connecting customer outcomes to additional PetDesk solutions, with a lens toward long-term account growth • Lead high-impact business reviews that demonstrate measurable ROI and drive strategic alignment • Share best practices, insights, and learnings across the CSM team, contributing to playbook development and informally supporting the growth of junior team members

• Service and support existing and new contracted clients • Meet or exceed quota on a specific named book of clients by maintaining consistent engagement efforts in line with service expectations • Lead virtual or in-person training sessions, proactively engage low-utilization users, and drive the daily success of our B2B2C funnel • Monitor our B2C referral pipeline and support B2B clients as their residents consider our services • Consistently collect customer feedback on product, process, and pricing changes • Execute day-to-day responsibilities related to managing, adjusting, and expanding existing business with accuracy, timeliness, and consistency • Analyze, review, or maintain client performance and feedback data to support business needs • Partner with Account Management and the broader GTM team to support high program usage • Communicate updates, risks, blockers, and recommendations clearly and proactively • Identify opportunities to improve training materials, client communication, and user engagement strategy • Use data, judgment, and business context to inform decisions and recommendations • Manage assigned work independently and follow through on commitments, deadlines, and deliverables • Ensure work is completed in accordance with applicable policies, procedures, standards, and regulatory requirements • Perform other role-related responsibilities as assigned and aligned with business needs

• Support efforts to engage, retain, and grow the customer base by completing assigned tasks and following established processes. • Coordinate with the sales community and CSM by completing assigned alignment tasks that support targeted business objectives and strategic initiatives. • Assists in convening and coordinating cross-functional teams by preparing materials, scheduling meetings, and supporting the implementation of plans and process improvement activities. • Partner with internal teams by providing task-level support that helps enable business strategy and maintain consistency in execution. • Analyze account data by gathering information, performing routine data review, and escalating identified issues or trends to appropriate team members. • Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences by completing assigned research and sharing relevant findings with the team.