Manager, Ecommerce Clinic Success
National Veterinary Associates
Job Description
Manager, Ecommerce Clinic Success
About
National Veterinary Associates is one of the largest and most respected communities of veterinary hospitals in the world, operating nearly 1,000 hospitals in North America and caring for more than 8,000,000 animals every year. That’s a lot of pets, a lot of families, and a lot of people showing up every day because they genuinely love what they do. NVA is backed by JAB Holding, and every person who joins us is driven by the same mission: excellent, accessible care that improves the lives of animals and the people who love them. We’ve been at this for 25+ years and we’re just getting to the good part.
Team & Position:
Our ecommerce business is early stage, fast growing, and built to support veterinary clinics through localized online storefronts. We are building the Clinic Success team from the ground up, and this role will play a critical part in defining what great clinic engagement looks like at scale.
The Manager, Clinic Success will own clinic engagement and performance across our hospital network, operating as a business leader responsible for driving adoption, trust, and growth of Ecommerce. This role sits at the intersection of strategy, analytics, and field execution, shaping both how clinics grow with ecommerce and how they experience it day to day.
Success in this role is rooted in trust. Clinics that see ecommerce as a partner in their success engage more deeply and grow faster, and building that belief is core to the role.
This position reports to the Senior Director, Ecommerce and is expected to shape the model, not just run it, bringing a strong point of view, connecting insights across the business, and helping define the future of clinic growth.
What You’ll Do
Own Clinic Growth & Performance
Own and evolve the strategy for clinic growth, defining what great looks like across adoption, engagement, and business impact at scale
Operate like a GM for clinic growth, owning outcomes across a portfolio of clinics and directly influencing performance
Act as a strategic thought partner to leadership, bringing a clear point of view on where to focus and how to drive the greatest impact
Build deep expertise in how the ecommerce platform actually works in clinics, identifying what drives growth versus friction
Partner with Analytics to turn data into clear insights, including health signals, segmentation, and growth opportunities
Get out of dashboards and into clinics to see what is really happening and why
Turn what top-performing clinics do into scalable playbooks
Diagnose underperformance and lead targeted actions that drive meaningful, lasting change
Define and own the key metrics that make performance simple, visible, and actionable
Continuously evolve the strategy as the network and platform grow
Be a True Partner to Clinics
Build strong, trusted relationships by understanding how clinics actually operate day to day
Act as a growth partner, helping clinics get real value from ecommerce, not just use the tools
Proactively spot disengagement and step in early to re-engage clinics before performance drops
Roll up your sleeves with clinics when needed to reset momentum and drive change
Shape the experience so team feels like a partner in success, not a corporate requirement
Represent the voice of the clinic and close gaps between strategy and reality
Lead & Build a High-Impact Team
Build and lead a team that thinks strategically and executes with urgency
Translate strategy into clear priorities and coach team to deliver with confidence
Develop leaders who operate like business owners, not task managers
Create a culture of ownership, curiosity, and genuine care
Act as a steady escalation point for complex or high-impact situations
Shape the Bigger Picture
Connect insights from clinics and day-to-day operations to influence growth decisions
Partner cross-functionally to reduce friction and improve the end-to-end clinic experience
Turn what works in individual clinics into scalable playbooks and systems that drive network-wide impact
What We’re Looking For
6+ years of experience in customer success, strategic account management, clinic or practice operations, or a related field. Experience in veterinary, healthcare, multi-site consumer, or B2B SaaS environments preferred
3+ years of people management experience with a track record of building and developing strong teams
Strong business mindset with a bias for action. You connect strategy to execution and drive measurable outcomes
Experience building or evolving a customer or clinic engagement model with measurable results
You understand that perception drives behavior and know how to build trust at scale
Strong analytical instincts and comfort using data to drive decisions
Credible relationship builder across field and executive levels
Clear communicator who can turn complex strategy into simple, actionable direction
Familiarity with customer success concepts such as health scoring, success plans, time to value, and NPS or CSAT
Experience with ecommerce platforms, practice systems, or digital adoption programs is a plus
Comfortable with ambiguity and a builder mindset. You create structure and move forward without waiting for perfect answers
You are as comfortable shaping strategy with leadership as you are rolling up your sleeves to drive change in the field
Who You Are
You are the kind of person who can walk out of a strategy session and straight into a clinic and be equally credible in both rooms. You know how to read a dataset and how to read a room. You get energy from hard problems and bring that energy to the people around you.
You care deeply about the clinics you work with, and it shows. When a clinic feels underserved or skeptical of ecommerce, you lean in. You know that trust is what actually drives engagement and growth.
You don’t wait to be handed a playbook. You build it, test it, pressure test it with smart people, improve it, and then go execute. That’s the job, and it’s what excites you.
Compensation
This role has a base salary of $120-135,000 with additional benefits
