Care Partner Relationship Manager

Care Partner Relationship Manager

At Truss Vet, we're bridging gaps in care to support pets and the people who love them. We have an ambitious 10-year goal of nurturing the human-animal bond by supporting over 1 million pets and their families. We're doing this by pioneering a new category in veterinary medicine and building out the premier veterinary urgent care company in our industry. We're growing quickly, and we need talented people to help us accomplish our goals!
The Care Partner Relationship Manager is a relationship-driven, operationally minded team member who partners with veterinary clinics across our clinic footprint to maximize Care Partner engagement, retention, and awareness of Truss Vet - Veterinary Urgent Care's capabilities. This role sits at the intersection of clinical operations and care partner relations, and will support both clinic staff navigating referral pathways and our internal teams in delivering seamless care partner experiences.
You'll spend significant time traveling between clinics in North Carolina, South Carolina, Tennessee, and the broader Southeast, building genuine relationships with veterinary teams while driving measurable growth in Care Partner visit volume.
Travel: 50% - 75% Significant travel required across the Southeast; travel budget allocated
Markets: North Carolina, South Carolina, Tennessee with the role designed to scale to as many as 10 markets as we grow.
Work Environment: Mix of office time (reporting, planning), travel to clinic locations, and virtual and in-person meetings with partners and internal teams
Key Responsibilities

Care Partner Relationship Management (50%)
Build and maintain relationships with existing Care Partner clinics through regular visits, calls, and touchpoints
Drive retention and engagement by understanding each clinic's case sharing patterns, pain points, and growth opportunities
Identify and execute on expansion opportunities within existing partners
Conduct in-person training and consultations at clinic locations to demonstrate Truss Vet's capabilities and streamline client transfer processes
Track and analyze Care Partner visit volume and engagement metrics to identify trends and opportunities
Accurately document procedures and relevant details related to care partner relationship management
Demonstrate professionalism, efficiency, and compassion when working with care partners, clients, and clinical staff
Care Partner Acquisition (20%)
Identify and outreach to prospective veterinary clinics in your assigned markets
Partner with Practice Managers (PMs) and clinical teams to create customized plans for partner engagement, marketing, and maintenance of new relationships
Communicate value proposition in language that resonates with clinic leadership and clinical staff
Close partnerships by facilitating patient referrals and ensuring smooth initial experience
Relationship Repair & Recovery (20%)
Proactively surface fractured relationships

partners whose case sharing patterns have changed or quietly stopped

and diagnose what happened.
Actively ask Care Partners about past negative experiences with Truss Vet and facilitate resolution between the partner clinic and the relevant Truss Vet team.
Turn complaints into trust and close the loop internally

ensure feedback reaches the clinic team that needs to hear it and that follow-through is visible to the partner.
Analytics & Reporting (10%)
Track Key Metrics across Truss Veterinary clinics and their care partners:
Volume of transferred cases over time from care partners
Changes in care partner behavior or patterns in transferred cases
Case types and acuity
You're a great fit if:
You're a relationship builder who thrives on solving problems for others.
You're equally comfortable in a meeting with clinical leadership and chatting with staff about how to refer cases.
You understand sales and partnership building without being stereotypically "salesy"; you ask good questions, listen, and focus on genuine partnership value.
You're comfortable wearing multiple hats and shifting between relationship-building conversations and operational problem-solving.
You genuinely enjoy building trust with people across different roles and personalities. You listen more than you talk and understand what drives clinics' success.
You can explain complex clinical concepts in accessible ways, adapt your approach based on your audience, and communicate with clarity whether in-person, on calls, or in writing.
You're organized and detail-oriented. You can manage your own schedule, travel logistics, and follow-up systems with minimal oversight.
You understand how to identify opportunities, build a pipeline, and move partners toward decisions without being pushy or transactional.
You have a growth mindset; you never stop learning, and you're constantly looking for ways to advance yourself, your career, and your team
You want to work for a company that has a big vision and ambitious plans for growth, and you want to be a part of helping achieve that growth
You want to make a difference in the world, have an impact on people's lives, and change the future of animal healthcare for the better
You're willing to "get your hands dirty;" no task is beneath you, you're entrepreneurial
You read our core values (below) and they overlap with your personal values
Qualified candidates may include:
-Experienced relationship management professionals (ex. Client Success Managers, Sales Representatives, Strategic Partnership Leads, Account Executives) interested in working in animal health with prior experience in veterinary or healthcare industries.
-Basic ability to track metrics, analyze trends, and use data to inform strategy are a plus (no advanced analytics needed; Excel proficiency sufficient).
We believe in:
Excellence in medicine and the highest reasonable standards of care
Providing our teams the resources to be happy and successful
That every pet deserves to live its best life (Except for that one chihuahua just kidding!)
Going home on time
No abusive noncompetes
Building a supportive team that you want to hang out with even on your days off (but we'll never make you)
Treating people like we want to be treated
Compensation and benefits that help people live well
Working hard and pursuing excellence while still having fun
Compensation & Benefits:
Competitive salary
Health, vision, and dental insurance
Short- and long-term disability coverage, life insurance, accident insurance, and critical illness insurance
Paid time off (PTO)
Mental wellness subscription
Parental leave
401K + match
Pet care discounts
Truss Vet Core Values Statements:
Dare to Care: Doing what is easy isn't always right. Doing what is right isn't always easy. So we show up. Even when clients don't deserve our best, even when a conversation is uncomfortable, we approach situations with courage, empathy, and authenticity. "We care enough to have tough conversations and we handle tough conversations with care."
The Details Matter: Our standards are reflected in every detail, and those details matter. The client will never forget the hug you gave when they said goodbye to their best friend. That blanket may mean the difference between an hour of comfort for a pet versus an hour of fear. The smell or site of a dirty rug may mean the difference between a great first impression versus skepticism of our entire team.
Truss One Another: To be accountable to the success of the team means we're accountable to the success of each other. We have our teammates' backs. We catch each other's' mistakes. We challenge each other to improve and be the best versions of ourselves.
Bowl Half Full: Your dog doesn't go through life believing his bowl is half-empty. We see the good in others and in each other, we see opportunities in challenges, we meet discomfort with good humor, and when we find closed doors, we kick them open or make new ones.