Senior Client Success Manager, Affinity Vet

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. 

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