Senior Client Success Manager, Affinity Vet

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.

Pets Best is a subsidiary of Independence Pet Holdings (IPH). Pets Best offers pet insurance and wellness plans for dogs and cats in every state. Founded in 2005 with a mission to provide access to comprehensive animal healthcare at an affordable price, Pets Best delivers flexible coverage, an easy claims process, and excellent customer service.

Job Summary:

Pets Best is seeking a Client Success Manager, who will manage a portfolio of strategic partners across affinity organizations, veterinary platforms, shelter/rescue networks, and pet-centric brands. This role serves as the primary relationship owner, driving partner engagement, program adoption, retention, and growth through strategic relationship management, go-to-market execution, and operational coordination across diverse distribution channels.

Job Location: Remote – USA

Main Responsibilities:
• Serve as the primary relationship owner for assigned partners, including affinity groups, veterinary platforms, shelter/rescue organizations, and pet‑focused brands.
• Act as a trusted, consultative post‑sale partner, supporting operational execution, marketing alignment, program performance, and long‑term success.
• Own and execute partner‑level go‑to‑market (GTM) plans in close partnership with Partner Marketing, coordinating on agreed‑upon marketing priorities, campaigns, and timing to support partner launches, engagement, and ongoing growth.
• Lead onboarding, implementation, and launch activities for new partners, including kickoff sessions, timelines, training, integrations, and communication alignment.
• Build and maintain strong relationships with partner executives, program owners, practice leaders, shelter leadership, and distribution stakeholders.
• Coordinate ongoing partner engagement including performance reviews, reporting, training, marketing initiatives, and program updates.
• Analyze performance trends and identify opportunities to improve enrollment, education, distribution, and overall partner experience.
• Partner cross‑functionally with Marketing, Operations, Product, Compliance, Finance, Sales, and IT to support partner needs and resolve issues or escalations.
• Support renewal readiness by preparing insights, recommendations, and performance summaries to drive retention.
• Perform other duties and responsibilities as assigned.

Basic Qualifications:
• Associate’s Degree or equivalent work experience (1 year of relevant experience may substitute for one year of education)
• 5+ years of experience in relationship management, client success, account management, or partner management.
• Experience supporting complex partnerships in affinity, insurance, healthcare, veterinary, shelter/rescue, or regulated environments.
• Have and maintain a Property & Casualty License or obtain within 45 days of hire.
• Strong partnership mindset and ability to manage long‑term, strategic relationships
• Excellent communication skills across executive and operational audiences
• Analytical ability to interpret performance data and recommend improvements
• Ability to simplify complex insurance or operational topics
• Proactive, solutions‑driven approach to challenges
• Strong organizational skills and cross‑functional collaboration
• Professionalism, accountability, adaptability, and follow‑through

Preferred Qualifications:
• Experience in regulated industries (insurance, financial services, healthcare).
• Familiarity with intake and prioritization frameworks.
• Working knowledge of APIs, SFTP, or data‑exchange concepts from a business perspective.
• Experience supporting issue resolution and escalations.

Interview Technology Notice:

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.

Text Messaging Notice:

If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”

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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:
• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)

Interview Technology Notice:

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.

By continuing with the interview, you consent to this use.

Text Messaging Notice:

If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.

You may opt out of text communications at any time by replying “STOP.”

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