About the role

You will own day-to-day account execution and relationship management across a named portfolio of enterprise partners. You will manage exec, regional, and hospital relationships that drive platform adoption, shift coverage, and retention.

You will partner closely with cross-functional Roo teams (Product, Ops, Customer Support, Hospital Success, Onboarding Specialists, Business Development, and Vet Account Management) and align with the Director of Enterprise on account priorities, messaging, and outcomes.

Responsibilities

• Own regional and hospital relationships across your portfolio, acting as Roo’s day-to-day partner to field and hospital teams.
• Support executive relationships through QBRs for your accounts by helping prepare exec-ready narratives, coordinating stakeholders, tracking action items, and ensuring follow-through.
• Lead activation and onboarding through group sessions when appropriate, and by ensuring hospitals move efficiently to activation status.
• Drive adoption and engagement by coaching hospital teams on posting recommendations, best practices, and how to resolve recurring blockers. Adjusting hospitals’ view of relief as a growth lever.
• Monitor account health using usage data to spot churn risk, engagement decline, and opportunities for growth.
• Coordinate cross-functionally with local Roo reps and internal stakeholders to deliver a smooth, responsive support experience.
• Execute retention plans that prevent churn and increase long-term value.
• Bring partner feedback forward, ensuring hospital-level needs inform strategic planning and internal roadmaps.
• Co-own Net Revenue Retention (NRR) outcomes for named accounts.

What success looks like

• Hospitals consistently post and fill shifts on Roo, with clear playbooks for ramp, stabilization, and growth.
• Risks are identified early, and re-engagement happens before performance declines become churn.
• Partners experience Roo as coordinated and reliable, even across complex multi-market issues.

Qualifications

• 3+ years in account management, customer experience, customer success, or multi-location client support.
• Strong relationship builder who balances advocacy, accountability, and education.
• Comfortable operating with autonomy in a dynamic environment.
• Organized and execution-focused, able to prioritize and deliver through ambiguity.
• Strong communicator, both written and verbal.
• Veterinary hospital operations experience is required.
• Remote role; 30–50% travel may be required for partner meetings, onboarding support, and industry events.

While we are a remote first company, if you are based in San Francisco this will be a hybrid role.

Please see below for compensation ranges based on our geographical tiering system recommended by external benchmark data (with example cities listed).

Note: We’ve recently been made aware of a job scam where scammers are posing as Roo employees and conducting fake text interviews. Please note that any communication from @lifeatroo.com is not legitimate. All official Roo communication will always come from @roo.vet.