Senior Client Success Manager, Affinity Vet

Role Overview

• 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.

Requirements

• 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

Benefits

• 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)